TransFund Operations Research and Resolution Analyst

Bonus Type

Summary

If you are looking for a job that combines a passion for innovation, an opportunity for growth, and a culture of teamwork, then you've come to the right place.   

Headquartered in Tulsa, Oklahoma, TransFund, a business unit owned by BOK Financial, and a top-ten ATM network and debit, credit and merchant processor serving financial institutions and companies throughout the U.S. and Virgin Islands.  With more than 46 years of experience in the financial services industry, TransFund delivers exceptional payment processing solutions with service, knowledge and consultation, so that clients can differentiate themselves, compete with companies of any size, and profitably expand their business.

Job Description

The TransFund Operations Research & Resolution Analyst is primarily responsible for providing operational and technical support for TransFund customers (450+ Financial Institutions) within the Operations, Research & Resolutions group. This role works collaboratively across the TransFund organization and aligns with and directly supports the Network Services and Client Support operational segments to drive world class results, performance, and client satisfaction by researching and driving resolution to complex production impacting events.  This role interfaces with TransFund clients, networks, processors, Visa, MasterCard, Cirrus, Plus, third-party vendors and personnel of other departments within TransFund to ensure high levels of operational service and efficiency are maintained.  This position requires strong verbal and written communications/interactions on a variety of levels to include TransFund financial institution clients, vendors and processors.

Team Culture

We are committed to building an encouraging, caring, and supportive team environment that fosters personal development and professional growth.  We are owners. Every day, we take initiative—with integrity and courage—to make our company and our clients stronger.

How You'll Spend Your Time

• You will interact and engage with TransFund vendors, various levels of client contacts, and internal TransFund personnel to resolve multiple complex customer issues independently and concurrently. You will gather, assesse, identify, and drive multiple issues independently and concurrently.
• You will develop and maintain an expansive knowledge base of TransFund Debit & Credit solutions through continuous improvement of related product/process discoveries, maintaining those and associated technical documentation through a centralized reference database.
• You will appropriately track and document client incidents, and maintain optimal customer communication and experience through resolution.
• You will follow established procedures, work with assistance and close guidance of senior members and management to drive incident closure, manage client escalations and maintain incident prioritization with vendors.
• You will work across the organization and partner with TransFund PMs and RMs to address customer issues, eliminate redundancies, implement mutual beneficial efficiencies, increase the utilization and knowledge of newly implemented and/or available functionality and introduce automation solutions to labor intensive functions and processes.
• You may perform other duties as assigned.

Education & Experience Requirements

This level of knowledge is normally acquired through completion of an Associate’s Degree or higher in Business, Banking and/or Accounting related field of study and 5-10 years in an EFT processing environment or equivalent combination of education and experience.

SKILLS:

• Superior continuous improvement mindset
• Strong communication, including oral and written
• Proven organizational and relationship management skills
• Advanced knowledge of ATM, debit and credit card network processing, bank operations policies and procedures, exception processing, payments/collections, ACH and other electronic network services and operations
• Superior vendor management skills
• Strong technical aptitude with experience of technical systems
• Extremely detail-oriented and confidence to make and drive sound decisions
• Knowledge of TransFund: EFT/ATM, Debit card, Credit card, Fraud, and Chargeback systems, but not required