Payment Operations Analyst - NatWest Group

Join us as a Payment Operations Analyst

• You’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of payment related queries

What you’ll do

You’ll be responsible for day to day processing manual payments accurately, efficiently, and in line with scheme guidelines.

You’ll also:

• Handle payment investigations across multiple products-including missing payment queries and redirected payments-with direct customer contact.
• Process Indemnity Claims (DDIC), Challenges. Reviewing, BACS Reports such as ADDACS, ARUDD and AUDDIS
• Manage Credit Payment Recovery (CPR), bulk bank error recoveries, and international payment recalls.
• Collaborate with external partners (other banks, debt management companies, and Pay.UK ) as well as internal teams (Operations, Product, Engineering, and Risk) to streamline the customer journey. Assist in creating and maintaining operational processes, knowledge base resources, and training new joiners.
• Identify and mitigate operational risks while contributing to a collaborative, high-performing team culture.
• Demonstrate strong practical ability with spreadsheets (Excel / Google Sheets) to analyse data

We’re looking for someone with strong payment operations experience who can provide an excellent customer service experience to our customers and colleagues.

You’ll also demonstrate:

• A proven background in payment operations covering domestic schemes (FPS, Bacs, Cards) and/or international payments, with exceptional attention to detail.
• Confidence investigating issues across various Financial Products i.e. business bank accounts, loans, and savings products.
• A solid understanding of UK payment scheme rules and procedures.
• Excellent verbal and written communication skills with hands-on customer service experience.
• The ability to work independently, draft new workflows, thrive in a fast-paced environment, and leverage data to solve operational problems.

It would be great if you also had:

• Direct experience with Credit Payment Recovery (CPR).
• Hands-on experience using the Payment Services Website (PSW) for ADDACS, ARUDD, AUDDIS, or DDIC
• Basic SQL Skills