Cash Reconciliation Researcher

Essential Duties And Responsibilities

• Process research and reconciliation adjustments for mortgage, consumer, auto and lease for missing and misapplied payments in accordance to Reg E, Reg Z, CFPB etc.
• Provide general support to internal and external Partners regarding research inquires and issues.
• Serve as a departmental resource for ongoing questions and problems.
• Handle Office of the President and other 3rd party agency complaints.
• Responsible for balancing GL’s/DDA’s for all products lines including reconciliation and clearing all outages.
• Process daily cash exceptions, including payments, payoffs from Wholesale and Retail Lockbox, Billpayer, ACH, EMPP and Offshore Global Partners.
• Determine and Return unauthorized monetary items to prevent fraudulent activity and financial impact.
• Processes debit and/or credit tickets from other areas such as default and retail and ensures the posting to appropriate accounts as well as balancing the items.
• Escalate and assist in solving high-level/complex operational and customer service issues.
• Collaborates with multiple LOB’s on reconciliation and balancing.
• Suggest new techniques to improve productivity to management team.
• Communicate and report issues, as needed, to the management team.
• Collaborate with Line of Business to ensure customer issues are resolved accurately and timely.
• Updates and maintains appropriate files, reports, and other documentation/data.
• Safeguards sensitive data to ensure all customer information is handled appropriately to protect customer identity and meet compliance requirements.
• Provides a high level of customer service when responding to external and internal customers to resolve questions, inconsistencies, or missing data through professional correspondence.
• Able to identify and resolve high volume of exceptions and to organize, prioritize and interpret information.
• Compiles and/or balances data for reports, general ledger accounts, and entries for processing.
• Serves as a liaison with various departments regarding status of reconciled or adjusted items.
• Notifies customers and/or correspondent banks of research results and actions taken.
• Recommends improvements to help minimize future problems.

Superficial Duties And Responsibilities

Performs other duties as assigned.

Minimum Knowledge & Skills Required

• High School diploma or equivalent.
• Minimum of 2 years prior Customer Service experience.
• Minimum 1-2 years financial services, consumer banking or equivalent experience.
• Knowledge of the fundamental concepts related to mortgage, consumer, auto and lease and the ability to apply that knowledge in a quality control function.
• Knowledge of the Investor and Regulatory guidelines for mortgage, consumer, lease and card.
• Computer literate with intermediate proficiency in Microsoft Outlook, Word, Excel.
• Strong Customer Service skills.
• Strong verbal and written communication skills.
• Strong analytical skills.
• Able to work efficiently with a low margin of error.
• Able to work independently and meet deadlines.