Processes manual payments, investigates missing and redirected payments, manages payment recoveries and recalls, and reviews UK payment scheme reports. The role involves customer contact, collaboration with banks and internal teams, operational risk mitigation, process documentation, training, and spreadsheet-based data analysis. Candidates need payment operations experience, knowledge of UK schemes, strong communication skills, and customer service experience. CPR, PSW, and basic SQL experience are preferred.
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
35Job Posting Closing Date:
21/09/2026Ways of Working:Remote FirstNatWest Group Edinburgh, Scotland Office
Edinburgh, United Kingdom
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