Transfund Client Solutions Analyst II

BOK Financial Corporation Group includes BOKF, NA; BOK Financial Securities, Inc. and BOK Financial Private Wealth, Inc. BOKF, NA operates TransFund and Cavanal Hill Investment Management, Inc. BOKF, NA operates banking divisions: Bank of Albuquerque; Bank of Oklahoma; Bank of Texas and BOK Financial®.

About the role

The TransFund Client Solutions Analyst II is primarily responsible for providing mid-level operational and technical support for TransFund customers (350+ Financial Institutions). You will troubleshoot technical problems working with a variety of resources, including ATM vendors, Card vendor, Third Party Processors, ATM switch provider, TransFund Relationship Managers/Project Managers, other networks and various contacts within the customer organizations. You will also supply training and assistance to entry-level TF Client Solutions Analyst I.

Team Culture

All work is completed as a team, and each function is interdependent on the others. We are a close-knit, diverse group that works toward a common goal and is committed to each other’s success. We build relationships with subject matter experts across the organization to gain a greater appreciation for their role and the service they provide to our communities. We’ve created a space for us to brainstorm, ask questions, and find solutions during our weekly one-on-one meetings. Group learning and idea sharing are encouraged for positive change, regardless of one’s role or level. We achieve more together by being involved, committed, and collaborative. We respect, honor, and praise one another for a job well done. We celebrate each other's wins, big and small.

Responsibilities

• Conduct training for Financial Institutions on multiple applications, Fraud Monitoring and Fraud Prevention services (7 different services), and electronic equipment including card printers and ATM machines.
• Coordinate resolutions to operational, technical, and accounting problems with TransFund clients, Card vendors, Third Party Processors, ATM Switch providers, TransFund Relationship Managers/Project Managers, and internal staff.
• Respond to ATM terminal problems and provide support for balancing and dispute issues.
• Mitigate loss of business risk by being professional, courteous, and accurate with all information provided.
• Provide detailed information regarding TransFund products and services to help generate sales; participate in ongoing education specific to the EFT industry including, but not limited to, EMV, tokenization, and Federal Regulations.
• Provide hands-on support for TF Client Representatives I, including systems, products, and customer service support skills.
• Maintain integrity of quality control systems by identifying operational problems/trends with TransFund services and products, ensuring follow-up/resolution of reported problems, and communicating the root cause of issues.
• Recognize, analyze, and suggest solutions to recurring problems and report those issues to TF Client Services Representative III.

Requirements

• Completion of a Bachelor’s Degree and 4+ years of EFT operations experience, or 8+ years equivalent experience in bank operations or customer service.
• Thorough knowledge of TransFund products and various computer software and online applications including TransFund Connect and Fidelity System.
• Thorough knowledge of Electronic Funds Transfer (EFT) industry regulations/practices (VISA, MasterCard, Cirrus, Plus, and applicable federal regulations).
• Thorough knowledge of basic accounting practices and principles to assist clients in reconciling ATM and Point of Sale transactions.
• Excellent ability to analyze data to facilitate troubleshooting and resolve problems for clients.
• Excellent interpersonal, verbal, and written communication skills.
• Thorough knowledge of telephone customer service.
• Ability to handle multiple tasks simultaneously in a competent and professional manner.

Working Conditions & Physical Requirements

Office environment with occasional travel.

Benefits

BOK Financial Corporation Group is a stable and financially strong organization that provides excellent training and development to support building the long-term careers of employees.