TAC Senior Specialist – BAI File Reporting

Location: Remote Employment Type: Seasonal / Temporary Department: Technical Assistance Center (TAC)

Range: $30-$37/hourly

About Us: 

We are seasoned treasury experts, dedicated to serving all of our clients' banking needs. With over 90 years of experience in the financial industry delighting our clients, we have earned the trust of banks and businesses by building long-standing relationships and delivering outstanding results every time. We think of ourselves as your dedicated partners and collaborators striving to make a meaningful impact to your organizational efficiencies so you can personally feel things running smoother. Superior is your flexible partner serving your evolving needs for decades to come. We offer superior customer experiences focused on their banking needs, including conversion and migration services, check printing, RDC scanner fulfillment, cash vault supplies, security token distribution, remote cash capture, call center and help desk solutions, as well as full color and variable print and mail capabilities.

About the Role

Position Overview: The TAC Senior Specialist – BAI File Reporting is the highest-level specialist on the TAC team and serves as the escalation point for complex treasury management and information reporting issues as our bank clients migrate their commercial customers from a legacy system to a new platform.

In addition to the core responsibilities of a TAC Specialist—responding to calls, emails, and chats, troubleshooting issues, and training customers—this role brings hands-on bank experience in BAI/BAI2 file reporting. The Senior Specialist facilitates testing and quality assurance of BAI reporting before, during, and after conversion, confirms that files from the new system match the legacy output, and drives migration-related issues to resolution.

This individual mentors other Specialists, handles difficult customer conversations, leads training on BAI reporting and conversion topics, and partners with Team Leads, Supervisors, bank client contacts, and technology partners to resolve escalations and improve procedures. Shifts are available between 5am and 5pm Pacific, Monday through Friday, and may change based on project assignment.

Major Duties and Responsibilities:

1. Support bank clients and their commercial customers through the migration from the legacy system to the new platform, responding to calls, emails, and chats and troubleshooting treasury management and information reporting issues through resolution.
2. Serve as the escalation point for complex, high-priority, or unresolved conversion issues, and as the TAC subject matter expert on BAI/BAI2 prior-day and current-day reporting.
3. Facilitate testing of BAI reporting during the migration, including test planning, test scripts, user acceptance testing (UAT), and parallel testing that compares new-system files against legacy output.
4. Perform quality assurance on converted accounts and files, validating balances, transactions, BAI type codes, record structure, and control totals, and confirming customer setups are complete and accurate.
5. Identify, document, and track migration defects and issues in the issue log; reproduce problems, prioritize by customer impact, and escalate to bank operations or technology partners with clear detail through resolution and retesting.
6. Troubleshoot BAI file issues before and after cutover, including missing or late files, format errors, type code mapping differences, balance discrepancies, and control-total mismatches.
7. Assist customers with file delivery setup and connectivity on the new platform (SFTP/secure file transmission, online banking downloads) and with updating ERP and accounting system imports for new BAI files.
8. Support conversion weekend, cutover, and post-conversion stabilization activities, monitoring early file deliveries and responding quickly to customer-impacting issues.
9. Create and maintain migration job aids, FAQs, knowledge articles, test documentation, and troubleshooting guides; mentor TAC Specialists and lead training on BAI reporting and conversion topics.
10. Partner with Team Leads, Supervisors, and bank client contacts on issue trends, root causes, readiness status, and process improvements, and provide regular testing and issue status updates

Required Qualifications

• Prior experience in technical support, help desk, or customer support
• Experience using ticketing systems (e.g., ServiceNow, Zendesk, Jira, or similar)
• Strong written and verbal communication skills
• Ability to follow documented processes and troubleshoot systematically
• Reliable internet connection and ability to work remotely
• Availability to work seasonal schedules as business needs require
• Authorization to work in the applicable location

Education and Experience:

High school diploma required; Associate or Bachelor’s degree in business, finance, computer science, or a related field preferred, or equivalent experience

Minimum 3 years of experience working at a bank in Treasury Management (treasury support, implementation, operations, or client services)

Experience supporting commercial customers with treasury management products such as ACH, wires, positive pay, and online banking

Experience in a call center, help desk, or technical support environment preferred

Experience supporting a bank system conversion or migration, including testing, UAT, QA, and cutover activities, strongly preferred

Mentoring, training, or informal leadership experience preferred; experience with HubSpot or other ticketing platforms a plus

BAI File Reporting Requirements (Required)

• Minimum 1 year of BAI file reporting experience at a bank
• Ability to read, validate, and troubleshoot BAI/BAI2 prior-day and current-day files, including record structure, BAI type codes, and control totals
• Experience resolving missing, late, or incorrect files and balance or transaction discrepancies
• Familiarity with file delivery methods (SFTP/secure file transmission, online banking downloads) and importing BAI data into ERP or accounting systems
• Familiarity with other bank file formats (ISO 20022 camt.052/053, MT940/942, NACHA) strongly preferred; CTP or AAP certification a plus

Knowledge and Skill level:

• Deep working knowledge of treasury management products and information reporting
• Strong analytical, troubleshooting, and problem-solving skills with close attention to detail
• Intermediate to advanced Excel skills for file comparisons, reconciliation, and issue tracking
• Ability to explain technical problems in simple terms to customers at all levels of knowledge
• Excellent written and verbal communication skills, including clear escalation documentation
• Patience, empathy, and composure on difficult or high-priority calls
• Organized and detail-driven; able to manage multiple test cycles, issues, and escalations with minimal supervision
• Positive, ‘go-getter’ attitude and belief in the TEAM philosophy – Together Everyone Achieves More
• Committed to Superior’s values: teamwork, personal responsibility, and delivering client excellence
• Ability to travel to Santa Fe Springs, CA periodically if remote

Why Apply

• Gain hands-on experience in a remote technical support environment‑on experience in a remote technical support   environment
• Build skills supporting real world systems and users‑world systems and users
• Be considered early for upcoming seasonal projects
• Opportunity for future seasonal or long‑term consideration based on performance

Application Process

All applications must be submitted through the Paychex ATS platform. Qualified candidates may be contacted as seasonal hiring needs are confirmed. Must reside in CA, GA, TX, NV, or OH

Superior is an equal opportunity employer. Employment decisions are based on business needs, job requirements, and individual qualifications.