Payments Investigations Analyst

2 weeks ago

Douglas, United Kingdom NatWest Group Full time £25,000 - £40,000 per year

Join us as a Payments Investigations Analyst

  • We'll look to you to deliver successful outcomes for your customers by investigating their queries and understanding their needs
  • You'll be liaising with colleagues and external banks to accurately collect information in order to solve their queries
  • You'll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis
  • If you don't currently live in the Isle of Man, you'll need to specifically state in your CV that you have the right to live and work here to be considered for this role
  • We're offering this role for a period of up to five months
What you'll do

As a Payments Investigations Analyst, you'll be responding to queries from customers, colleagues and external banks promptly and tactfully within our SLAs. We're looking for someone with strong analytical and communication skills to investigate payment queries, liaise with internal teams and external banks. You'll ensure timely and accurate resolution of customer issues while maintaining a clear understanding of payment processes and customer expectations.

You'll participate in team based continuous improvement activities with both the team and customer at the heart of all thinking. You'll also take ownership of your own and team continuous improvement using LEAN tools and techniques to undertake root cause problem solving and collaborate with colleagues to implement effective countermeasures.

Your day-to-day will include:

  • Dealing with inward swift messages from other banks, creating cases, investigating route cause and undertaking remedial action to resolve
  • Collecting the required information from the customers and businesses
  • Processing all cases and bank related queries within SLA and in an efficient and professional manner, using standard operating procedures (SOPs), systems and controls, whilst maintaining a high level of accuracy reducing risk of loss
  • Assisting our customers and other areas of the business by investigating payment related complaints and queries updating the bank's core systems (C&Q) with clear updates within SLA
The skills you'll need

In order to excel in this role, you'll have strong customer service abilities along with customer and industry knowledge. You'll work well in a fast-paced environment and have good organisational skills to deliver to deadlines.

You'll also demonstrate:

  • Experience in a payments processing or an investigations environment
  • Experience of payments, such as direct debits, point of sale transactions, standing orders, cheques and faster payments
  • Strong payment routing knowledge including PACS08 or PACS09
  • A clear sense of priority, good planning skills and ability to tackle work in an organised fashion
  • An awareness of changes in trends, policies and regulations
  • An understanding of products, processes and banking systems

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