Payments Operations Analyst - High-value Referrals

Play a key role in delivering accurate, timely payment processing where controls and client experience matter every day. In this role, you will support high-value payment workflows, resolve exceptions, and help ensure consistent execution across the team. You will partner closely with teammates and stakeholders to strengthen documentation, reporting, and continuous improvement. If you enjoy leading by example and improving how work gets done, this role offers meaningful opportunities to grow.

As a Payments Operations Analyst, High-Value Referrals in the Payments Operations team, you will support day-to-day payment processing by executing defined controls, reviewing exceptions, and coordinating timely escalation. You will provide guidance to teammates, support training and knowledge sharing, and help maintain audit readiness through disciplined documentation and quality practices. You will also contribute to continuous improvement and reporting to support service and risk outcomes.

Job responsibilities

• Process and verify client payment requests by completing defined checks and controls to support accurate, timely outcomes
• Review queues and pending items, prioritizing urgent and aged requests and escalating in line with established procedures
• Identify errors and exceptions promptly, document findings, and coordinate timely resolution and escalation
• Respond to routine service queries and complaints professionally and within expected timeframes
• Maintain audit readiness by following procedures, capturing required evidence, and supporting quality checks
• Identify opportunities to improve efficiency and reduce errors, implementing changes in a controlled manner
• Create and maintain operating procedures and process documentation, ensuring standards are followed
• Follow applicable information security and system access requirements in day-to-day work
• Provide day-to-day guidance to teammates, share updates, and coordinate corrective actions as needed
• Support onboarding, cross-training, and knowledge transfer to strengthen team coverage and consistency
• Prepare operational reporting and performance metrics for management review as required

Required qualifications, capabilities and skills

• Bachelor’s degree or equivalent education
• Minimum of 2 years of experience in international payments processing operations
• Working knowledge of payment operations processes, controls, and exception handling within a banking or financial services environment
• Ability to follow defined procedures with strong attention to detail and consistent quality
• Ability to identify issues, prioritize actions, and escalate appropriately using established channels
• Proficiency in verbal and written communication in a professional setting
• Strong interpersonal skills with the ability to collaborate effectively across levels and teams
• Working knowledge of SWIFT and international payment conventions and practices
• Proficiency with Microsoft Excel, PowerPoint, and Word
• Flexibility to work night shifts and extended hours during peak volume periods

Preferred qualifications, capabilities and skills

• Experience supporting high-value, time-sensitive, or risk-sensitive payment workflows
• Experience providing informal team leadership (for example, workflow coordination, peer guidance, or acting as a backup lead)
• Experience preparing scorecards, operational performance metrics, or management reporting
• Experience creating or maintaining operating procedures and process documentation
• Experience supporting training, onboarding, or knowledge transfer for new team members
• Experience partnering with stakeholders across locations or global teams