Payment Operations Analyst

NatWest Group; City of Edinburgh; On-site; GBP 32,000 - 45,000; Full time

Job summary

NatWest Group in the United Kingdom is seeking a Payment Operations Analyst to handle day-to-day manual payments, ensuring accuracy and compliance with scheme guidelines. You will investigate payment issues, process indemnity claims, and coordinate with partners to improve the customer journey.

The role requires experience in payment operations across FPS, Bacs, and cards, plus strong data analysis and Excel/Sheets skills.

Qualifications

• Experience in payment operations across domestic schemes (FPS, Bacs, Cards) and/or international payments.
• Excellent attention to detail and accuracy in handling payment data.
• Strong customer service experience with clear written and verbal communication.
• Ability to draft new workflows and work in a fast-paced environment.
• Ability to use data to identify operational improvements.

Responsibilities

• Process day-to-day manual payments accurately and in line with scheme guidelines.
• Investigate payment issues including missing payments and redirected payments with direct customer contact.
• Handle Indemnity Claims (DDIC), Challenges, and review BACS reports (ADDACS, ARUDD, AUDDIS).
• Manage Credit Payment Recovery (CPR), bulk bank error recoveries, and international payment recalls.
• Collaborate with external partners and internal teams to streamline the customer journey and maintain knowledge resources.
• Identify and mitigate operational risks while contributing to a high-performing team culture.
• Demonstrate proficiency with spreadsheets to analyse data.

Skills

Payment operations

Customer service

Data analysis

Attention to detail

Independent worker

Communication skills

Tools

Excel

Google Sheets

SQL (basic)

Job description

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

The skills you ll need

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