Payments Operations Specialist: Investigations & Processing

NatWest Group; City of Edinburgh; On-site; GBP 32,000 - 45,000; Full time

Job summary

NatWest Group in the United Kingdom is seeking a Payment Operations Analyst to handle day-to-day manual payments, ensuring accuracy and compliance with scheme guidelines. You will investigate payment issues, process indemnity claims, and coordinate with partners to improve the customer journey.

The role requires experience in payment operations across FPS, Bacs, and cards, plus strong data analysis and Excel/Sheets skills.

Qualifications

• Experience in payment operations across domestic schemes (FPS, Bacs, Cards) and/or international payments.
• Excellent attention to detail and accuracy in handling payment data.
• Strong customer service experience with clear written and verbal communication.
• Ability to draft new workflows and work in a fast-paced environment.
• Ability to use data to identify operational improvements.

Responsibilities

• Process day-to-day manual payments accurately and in line with scheme guidelines.
• Investigate payment issues including missing payments and redirected payments with direct customer contact.
• Handle 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 knowledge resources.
• Identify and mitigate operational risks while contributing to a high-performing team culture.
• Demonstrate proficiency with spreadsheets to analyse data.

Skills

Payment operations

Customer service

Data analysis

Attention to detail

Independent worker

Communication skills

Tools

Excel

Google Sheets

SQL (basic)

Job description

NatWest Group in the United Kingdom is seeking a Payment Operations Analyst to handle day-to-day manual payments, ensuring accuracy and compliance with scheme guidelines. You will investigate payment issues, process indemnity claims, and coordinate with partners to improve the customer journey.

The role requires experience in payment operations across FPS, Bacs, and cards, plus strong data analysis and Excel/Sheets skills.