Payment Operations Analyst

Royal Bank of Scotland; United Kingdom; Remote; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Remote-first work

35-hour work week

Flexible UK hours

Job summary

Royal Bank of Scotland is seeking a Payment Operations Analyst to process manual payments, investigate issues, and support indemnity claims and recalls. You will collaborate with banks and internal teams to streamline the customer journey and mitigate operational risks.

The role requires strong payment operations background across domestic schemes and/or international payments, with excellent communication and data analysis skills. Remote-first working is supported.

Qualifications

• Experience in payment operations across domestic and international payments.
• Excellent customer service and communication skills.
• Strong attention to detail and problem-solving abilities.
• Solid understanding of UK payment scheme rules and procedures.

Responsibilities

• Process day-to-day manual payments accurately and in line with scheme guidelines.
• Investigate payment issues across products with direct customer contact.
• Handle Indemnity Claims (DDIC) and related reports like ADDACS, ARUDD, AUDDIS.
• Support CPR recovery, bulk bank error recoveries, and international payment recalls.
• Collaborate with banks, debt management partners and internal teams to improve processes.
• Identify operational risks and contribute to a high-performing team culture.
• Utilise spreadsheets to analyse data and improve workflows.

Skills

Payment operations

Customer service

Data analysis

UK payment schemes knowledge

Tools

PSW (Payment Services Website)

Excel/Google Sheets

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

Hours 35

Job Posting Closing Date: 21/09/2026

Ways of Working:Remote First