Payment Operations Analyst

NatWest Boxed; City of Edinburgh; On-site; GBP 28,000 - 34,000; Full time

Job summary

NatWest Boxed in Edinburgh is seeking a Payment Operations Analyst to handle day-to-day processing of manual payments, ensuring accuracy and adherence to scheme guidelines.

You will investigate payment issues across products, coordinate with banks and internal teams, and help maintain efficient processes and data-driven improvements. Strong Excel/Sheets skills and customer service experience are essential for reliable service.

Qualifications

• Strong payment operations experience covering domestic schemes (FPS, Bacs, Cards) and/or international payments with excellent attention to detail.
• Excellent verbal and written communication skills with hands-on customer service experience.
• Solid understanding of UK payment scheme rules and procedures.
• Ability to work independently, draft new workflows, and use data to solve operational problems.

Responsibilities

• Day-to-day processing of manual payments accurately and efficiently, in line with scheme guidelines.
• Handle payment investigations across multiple products, including missing payments and redirected payments with direct customer contact.
• Process 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 (other banks, debt management companies, Pay.UK) and internal teams to streamline the customer journey and maintain processes and training.

Skills

Payment operations

UK payments schemes

Customer service

Tools

SQL

Excel

Job description

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

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.