Payment Lifecycle Analyst - Investigations WHEM

Make your mark by leading a team that resolves time-sensitive payment investigations and helps clients move money with confidence. You will work on complex cases that require sound judgment, strong controls, and clear communication. Join a collaborative team that values continuous improvement and learning. Grow your leadership skills while improving processes that enhance client experience and reduce operational risk.

As an ACH Investigations Team Leader within the Payments Investigations team, you lead daily investigation activities for Automated Clearing House (ACH) transfers and support treasury client inquiries. You coach team members, prioritize work, and ensure cases are completed accurately and on time. You help maintain strong operational controls, complete required reporting, and keep documentation clear and consistent. You also manage escalations and drive improvements that strengthen quality and client outcomes.

Job responsibilities:

• Lead daily investigations workflow, prioritizing and assigning cases to meet service-level targets
• Coach and train team members on investigation practices, procedures, and documentation standards
• Review case work for accuracy, completeness, and timeliness using a dual-review approach when needed
• Resolve complex or sensitive cases with professionalism, urgency, and strong attention to detail
• Manage escalations and communicate clearly with internal partners and senior stakeholders as appropriate
• Maintain working knowledge of ACH investigation rules and related operational requirements
• Complete end-of-day controls, governance activities, and required operational reporting on time
• Monitor team operations including productivity, attendance, and daily activity tracking
• Identify process gaps and drive improvements that enhance quality, controls, and client experience

Required qualifications, capabilities, and skills:

• Experience leading or coordinating investigations or time-critical case management in payments or banking operations
• Knowledge of ACH investigations or the ability to learn and apply ACH investigation rules and procedures quickly
• Experience coaching, training, or providing day-to-day leadership to a team (formal or informal)
• Demonstrated ability to manage escalations and complex, client-impacting operational issues
• Strong controls mindset with consistent attention to detail and documentation quality
• Strong written and verbal communication skills, including clear case notes and operational updates
• Proficiency with Microsoft Excel and common workplace productivity tools used to track workflow and produce reporting

Preferred qualifications, capabilities, and skills:

• Experience supporting treasury or corporate clients in an operations environment with tight turnaround times
• Experience leading process improvements (for example, root-cause analysis, control enhancements, or workflow redesign)
• Familiarity with payment investigation tools or case management platforms supporting payments operations