The purpose of this role is to oversee and enforce payment transactions compliance and NACHA regulatory policies for our Customer payment transactions at Aline. This individual provides prompt, courteous, and efficient service to internal and external customers ensuring the overall vision of the ALINE Payments Platform is achieved and maintained to the satisfaction of our customers.
The Customer Payment Compliance Analyst maintains an internal knowledgebase of payment transactions processes and regulations, reviews active customers’ transactions and reports for compliance, acts as a subject matter expert, advises customers and internal team members, prepares reports for compliance reviews, and collaborates on special projects under the guidance of the Senior Director. Additionally, partner with Customer Experience and Product leadership and other departments to identify, design, and execute process and product/customer service improvement initiatives.
Responsibilities:

• Communicate and enforce compliance policies and guidelines with customers.
• Provide support for both internal and external customers by answering questions, handling issues and researching any wire related issues.
• Provide guidance to internal teams to ensure product and processes align with compliance best practices and regulations.
• Monitor Customer payment transactions to identify and proactively communicate regulatory risk.
• Create, prepare, and distribute ad-hoc and recurring reporting packages to assist with compliance reviews and audits.
• Create and manage internal processes and documentation.
• Assists with addressing customer service calls and resolving customer service issues.
• Collaborate with other Aline departments by acting as payment compliance subject matter expert and liaison to sales, billing, support, development, training, success, and integrations departments
• Participate in new customer onboarding project teams to execute complex enterprise software implementations.
• Complete training sessions with new customers while advising on regulatory compliance best practices.
• Configure and troubleshoot software solutions according to customer specifications, operating processes/procedures, industry best practices, and project timelines.
• Assist in problem-solving data, application, architecture, and interface issues.
• Develop a deep understanding of our software solutions' functional and technical features and use this knowledge to address application-related issues and questions.
• Lead customer-facing remote and in-person engagements.
• Provide recommendations to customers and internally to prevent the recurrence of common issues and decrease implementation/support efforts.
• May perform other duties as needed and/or assigned.

Requirements

• Bachelor’s degree or equivalent experience in banking, financial services or product; one (1) to two (2) years.
• Familiarity with NACHA operating rules.
• AAP (Accredicated ACH Professional) ceritification is preferred.
• Excellent verbal and written communication skills.
• Experience working with cross-functional teams to achieve a common goal.
• Ability to build customer relationships and take responsibility for customer satisfaction and loyalty.
• Proficient analytical and problem-solving abilities with keen attention to detail.
• Experience in a previous customer-facing role is preferred.
• Experience in Senior Living/Healthcare industries is a plus.
• Will be required to travel up to 10% of the time on behalf of the Company.
• Travel time is subject to change based on business needs.
• Must possess a valid driver’s license.
• Position requires driving responsibilities (may use Company provided vehicle and/or personal vehicle).
• Must satisfactorily meet and be in compliance with Company motor vehicle policy standards and Travel Policy.
• Able to quickly learn new subject matter areas.
• Strong teamworking skills.
• Well-developed written and verbal communication skills.
• Organized and Professional; able to clearly present plans of action
• Able to work independently and handle multiple priorities and deadlines.
• Excellent customer service skills and a strong customer focus: must be able to build and maintain relationships and facilitate collaboration and communication at all levels of the organization and with outside parties.