Payment Operations Analyst

NatWest Boxed; Southend-on-Sea; On-site; GBP 32,000 - 46,000; Full time

Job summary

NatWest Boxed is seeking a Payment Operations Analyst to manage day‑to‑day processing of manual payments and investigations while ensuring compliance with scheme rules. You will interact with customers and internal teams, supporting CPS recovery and global payment recalls.

The role emphasizes accurate data handling, process improvement, and collaboration with banks, debt management firms, and Pay.UK. Strong Excel/Sheets skills and a service‑driven mindset are essential.

Qualifications

• Experience in payment operations covering domestic schemes (FPS, Bacs, Cards) and/or international payments.
• Strong attention to detail and accuracy in handling payment data.
• Proven customer service experience and ability to work with multiple stakeholders.

Responsibilities

• Day-to-day processing of manual payments accurately and in line with scheme guidelines.
• Handle payment investigations across 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 and internal teams to streamline the customer journey and maintain processes and training materials.

Skills

Attention to detail

Customer service

Data analysis

Independent work

Tools

Excel

Google Sheets

SQL

PSW (Payment Services Website)

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.