Payment Operations Analyst

NatWest Group; Southend-on-Sea; On-site; GBP 27,000 - 36,000; Full time

Job summary

NatWest Group is seeking a Payment Operations Analyst in the UK to handle day-to-day manual payments, ensure accuracy, and follow scheme guidelines.

You will investigate issues across various financial products, work with external partners and internal teams, and apply data-driven problem solving to improve processes. Strong Excel/Sheets skills and customer focus are essential.

Qualifications

• Experience in payment operations across domestic and international schemes with attention to detail.
• Ability to investigate issues across financial products and maintain customer service excellence.
• Knowledge of UK payment scheme rules and procedures; strong data analysis using Excel/Sheets.

Responsibilities

• Process day-to-day manual payments accurately and in line with scheme guidelines.
• Handle payment investigations with direct customer contact.
• Process DDIC, ADDACS, ARUDD, AUDDIS reports; manage CPR and international recalls.
• Collaborate with banks, third parties, and internal teams to streamline the customer journey.
• Identify operational risks and contribute to a high-performing team.
• Draft workflows and maintain knowledge resources and training for new joiners.

Skills

Payment operations

UK payment schemes

Data analysis

Customer service

Communication skills

Workflow drafting

Tools

PSW (Payment Services Website)

SQL basics

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