File Transmissions Technology Support II

Join a dynamic team shaping the tech backbone of our operations where your expertise fuels seamless system functionality and innovation.

As a Technology Support II team member in Commercial & Investment Bank Transmissions you will play a vital role in ensuring the operational stability availability and performance of our production application flows. Your efforts in troubleshooting maintaining identifying escalating and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.

We are passionate about delivering exceptional client support across a broad range of technical scenarios spanning multiple products platforms and lines of business. The Transmissions Support team provides 24/7 coverage to clients leveraging secure digital endtoend transmission solutions that support their business operations and working capital needs.

Job responsibilities

• Own and resolve complex client and internal partner inquiries received via phone email and internal case transfer ensuring timely accurate and thorough resolution from start to finish
• Manage and resolve advanced highrisk or timesensitive cases with a focus on minimizing client impact preventing reopens and meeting service level expectations

• Troubleshoot and investigate client connectivity issues file transmission failures processing errors securityrelated incidents and transactional inquiries across supported platforms

• Execute timely and appropriate escalations in accordance with established procedures maintaining accountability through resolution
• Proactively engage clients and internal partners to address processing errors platform changes or emerging risks before broader impact occurs
• Serve as a point of escalation for urgent and complex phone and email cases while also supporting critical nonphone and offqueue work as needed
• Identify recurring defects issue trends and process gaps; partner with leadership technology product and business teams to drive issue reduction and service improvement
• Provide peer coaching knowledge sharing and lead adhoc refresher or knowledgetransfer sessions to strengthen overall team capability and consistency
• Support the development review and maintenance of procedures policies training materials and job aids
• Independently build and maintain deep business product and application knowledge to remain effective in a rapidly evolving environment
• Collaborate closely with leadership teammates and crossfunctional partners to achieve team objectives and support broader business goals

Required qualifications capabilities and skills

• 2 years of experience or equivalent expertise troubleshooting resolving and maintaining information technology services
• Proven ability to independently manage complex problems exercise sound judgment and make effective decisions in fastpaced environments
• Strong analytical and troubleshooting skills with the ability to break down complex technical issues and determine root causes
• Excellent verbal and written communication skills with the ability to translate complex technical concepts into clear actionable guidance for varied audiences
• Highly organized deadlineoriented and able to successfully manage multiple priorities simultaneously
• Selfmotivated and selfmanaging demonstrating accountability and ownership of outcomes
• Ability to build and maintain effective working relationships with business partners technology teams and leadership
• Flexibility to work outside of standard coverage hours as needed (between 8am 9pm ET)

Preferred qualifications capabilities and skills

• Crosstraining or experience supporting HosttoHost ACH or related payment solutions (e.g. ARP Lockbox) including nonphone responsibilities
• Strong understanding of textbased file formats and familiarity with endtoend transmission and payment file lifecycles
• Experience supporting Wholesale Payments processes and multiplatform multidependency environments
• Prior involvement in process improvement initiatives defect reduction efforts or quality initiatives