Payment Operations Analyst

NatWest Boxed; Manchester; On-site; GBP 28,000 - 38,000; Full time

Job summary

NatWest Boxed is seeking a Payment Operations Analyst in Manchester to handle day-to-day manual payments and investigations across multiple products, ensuring accuracy and adherence to scheme rules. You’ll work with internal teams and external partners to streamline processes and improve the customer journey.

The role requires strong payment operations experience, attention to detail, and excellent communication skills.

Qualifications

• Strong payment operations experience with domestic schemes (FPS, Bacs, Cards) and/or international payments.
• Excellent verbal and written communication with customer service background.
• Hands-on experience with data analysis in spreadsheets (Excel/Google Sheets).

Responsibilities

• Process day-to-day manual payments accurately and in line with scheme guidelines.
• Handle payment investigations across products with direct customer contact.
• Process Indemnity Claims (DDIC) and review BACS reports (ADDACS, ARUDD, AUDDIS).
• Manage Credit Payment Recovery (CPR) and bulk bank error recoveries including international recalls.
• Collaborate with external partners and internal teams to streamline the customer journey; develop processes and training.
• Identify operational risks and contribute to a high-performing team culture.

Skills

Payment operations

Customer service

Attention to detail

Data analysis

Independent worker

Tools

PSW (Payment Services Website)

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.