Payment Operations Analyst: Investigate, Resolve & Collaborate

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

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.