Payment Operations Specialist II

Citizens Bank; East Providence (RI); On-site; USD 45,000 - 70,000; Full time

Job summary

An established industry player is seeking a Wire Analyst to enhance operational excellence and deliver superior customer service. In this dynamic role, you will assist customers with wire-related inquiries, ensuring compliance with internal policies and regulations. You will work collaboratively across various teams, contributing to the improvement of operations and customer experience. Ideal candidates will have extensive experience in payment operations, strong communication skills, and the ability to thrive under pressure. Join a forward-thinking company that values innovation and teamwork, and make a significant impact on customer satisfaction.

Qualifications

• 5+ years experience in Payment Operations and customer advisory roles.
• Strong understanding of Payment Security Policies and customer service excellence.

Responsibilities

• Assist customers with wire-related inquiries and payment support.
• Handle payment exceptions, account reconciliation, and fraud mitigation.

Skills

Customer Service Experience

Payment Operations Processing

Payment Security Policies

Microsoft Office Suite

Communication Skills

Problem-Solving Skills

Attention to Detail

Multi-tasking

Tools

MS Office

Excel

Word

PowerPoint

Job description

Description

Wire Analyst provides support for activities in Commercial Operations with an emphasis on operational excellence and superior customer service. Operates effectively in a customer-oriented environment and works well in a team environment. The Wire Transfer Associate must adhere to all internal risk policies as well as all federal and international laws and regulations all while providing exceptional customer service.

Wire Analyst primary reasonability will be assisting the customer with Wire related inquiries and payment support, including a trusted advisor for payment handling and escalation. Analyst will respond to diverse incoming customer requests regarding account activity and account related services in the conformance with policy, procedures and service quality standards offering appropriate solution options. This role contributes ideas based on the operational and customer needs, supports efforts in streamlining operations and customer experience. Analyst position / role will also have opportunities to provide flex support to a suite of products across Commercial Operations.

Primary responsibilities include:

The highly agile incumbent will flex to different areas based on the business needs each day, supporting a variety of functions including, but not limited to:

• Call Center support for payment processing and inquiries
• Guidance and support for cross boarder transaction handling
• Payment exception processing and investigations
• Check processing for fraud mitigation and foreign checks
• Account reconciliation
• File monitoring and research
• Invoice processing
• Customer Setup and system maintenance
• Reporting which may entail creating, monitoring, and analyzing
• Provides superior customer service always putting customer first
• Develop strong working relationships with all teams across Payment Operations including stakeholders and Risk team.
• Ensuring service level agreements are met within risk and compliance, quality control standards
• May train/guide junior team members.
• Supports an environment of cooperation and change while contributing ideas based on operational and customer needs. Supports efforts in streamlining operations and improving customer service.
• Identify and escalate risk
• May assume additional responsibilities as requested by management

Required Skills/Experience

• Previous customer service experience.
• 5+ years experience in Payment Operations processing
• 5+ years customer advisor experience
• Ability to plan and prioritize workload while working under tight deadlines
• Ability to work under pressure with efficiency and accuracy
• Strong understanding of Payment Security Policies
• Ability to multi-task working independently and collaborate with teams
• Ability to influence across varying levels and organizations
• Excellent written and oral communication skills
• Ability to resolve straight forward to moderately complex problems with minimal guidance
• Strong attention to detail
• Strong verbal/written communications skills
• Strong knowledge and work experience with Microsoft applications such MS Office, Excel, Word and Power Point.

Hours & Work Schedule

Hours per Week: 40

Work Schedule: Hours varies between 8:30am to 6pm, Monday to Friday

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.