ACH Exceptions and Manual Processing Lead Specialist

Location: 4910 Tiedeman Road - Brooklyn, Ohio 44144 Hours: Monday- Friday 8:30am-5:00pm Location: Hybrid- will require 2 days in office once training is completed The ACH Exceptions & Manual Processing Specialist is responsible for the accurate and timely handling of exception items and manual interventions related to ACH transactions. This includes processing client-initiated requests, resolving transaction discrepancies, and ensuring compliance with operational and regulatory standards. The role plays a critical part in maintaining service quality and mitigating risk across ACH operations. Key Responsibilities: Review and process exception ACH transactions, including returns, unauthorized debits, and OFAC-suspended items, in accordance with documented procedures such as the Exceptions - OFAC Transaction Release Procedure 1 and Exceptions - Proof of Authorization Requests Procedure 2 Perform manual posting and adjustments using the Automated Posting Application (APA), including CA7 reversals and outage corrections, as outlined in the Exceptions Automated Posting Application Procedure 3 Respond to client and internal requests for proof of authorization and other exception-related documentation within established SLAs. Monitor ACH file processing windows and ensure timely resolution of any discrepancies or system exceptions, referencing tools such as PEP+ and CMOD 1 Collaborate with internal teams including Compliance, Risk, and Client Services to ensure accurate and compliant handling of exception items. Maintain detailed records of exception handling activities and escalate unresolved issues to management as needed. Participate in process improvement initiatives and contribute to updates of procedural documentation. Ensure adherence to all operational, compliance, and audit requirements. Other responsibilities as assigned by manager Closely monitor team workflow including task assignment, monitoring for completion within established SLAs with management escalation in advance of possible misses Assist management by acting as a point person for day to day processing issues and complex clerical questions, knowing when to escalate to management for ultimate resolution. Serve as a functional team member supporting production during times of need Provide unsurpassed service to internal and external clients through the KeyValues concepts Contributing to the compiling and publishing monthly scorecard, producing/verifying various task items including monthly rotational and production calendars Work with other Lines of Business to ensure data integrity is maintained within RPM and other systems/applications Contribute continuous improvement ideas Meet minimum individual, departmental goals and service level agreements Recommends and implements programs to solve routine issues, contributes to work flow or process change and redesign, and forms a foundational/basic understanding of the specific product or process Ability to handle incoming and outgoing phone calls Review and process exception ACH transactions, including returns, unauthorized debits, and OFAC-suspended items, in accordance with documented procedures. Perform manual posting and adjustments including reversals and outage corrections. Respond to client and internal requests for proof of authorization and other exception-related documentation within established SLAs. Monitor ACH file processing windows and ensure timely resolution of any discrepancies or system exceptions. Collaborate with internal teams including Compliance, Risk, and Client Services to ensure accurate and compliant handling of exception items. Maintain detailed records of exception handling activities and escalate unresolved issues to management as needed. Participate in process improvement initiatives and contribute to updates of procedural documentation. Ensure adherence to all operational, compliance, and audit requirements. COMPENSATION AND BENEFITS This position is eligible to earn a base hourly rate in the range of $22.00-$23.00 per hour depending on location and job-related factors such as level of experience. Please click here for a list of benefits for which this position is eligible. Job Posting Expiration Date: 11/19/2025 KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com. KeyBank is an organization collectively committed to helping you unlock your potential and discover what truly drives you. Working here means sharing our purpose to help our clients, colleagues, and communities thrive. Youll find genuinely supportive teammates, a flexible, inclusive work environment, challenging projects, accessible leaders, and opportunities to grow in your position and your career. For 200 years, Key has opened doors in our communities. Let us open one for you.