The Payments Officer is responsible for supporting the day-to-day operations of the Payments team, ensuring all payment-related activities are processed accurately, efficiently, and in accordance with internal policies, regulatory requirements, and industry deadlines. The role encompasses payment processing, customer enquiries, callback verification, account switching, investigations, operational controls, APP fraud handling, Visa scheme reconciliation, reporting of incoming and outgoing figures to Treasury and liaison with outsourced service providers, whilst providing cover for senior team members during periods of absence.
Tasks and Responsibilities
§ Resolving payment exceptions, rejections, and discrepancies while maintaining high accuracy and control standards.
§ Managing customer and internal enquiries, conducting payment investigations, and documenting outcomes clearly.
§ Providing daily figures of incoming and outgoing payments to Treasury, ensuring accurate liquidity reporting and supporting funding decisions.
§ Performing callback verification for manual payment instructions, cheques and beneficiary changes in line with policy and bank requirements.
§ Handling APP fraud cases, including claim assessment, transaction analysis, recovery attempts, and liaison with Fraud teams.
§ Reconciling daily Visa scheme entries, including settlement files, chargebacks, fees, and adjustments, and investigating discrepancies.
§ Processing CASS switching requests and resolving issues with customers and counterparties.
§ Coordinating with outsourced teams and supporting process improvements, system testing, and team workload management.
§ Providing operational cover for senior team members during absence and supporting team workload management.
§ Provide monthly MI and any other information as and when requested by the department head.
Experience and Education
§ Experience within banking operations or payments processing.
§ Knowledge of FPS, CHAPS, BACS, internal transfers, and payment investigations.
§ Understanding of payment controls, customer verification, and callback procedures.
§ Experience handling operational enquiries and escalations.
§ Strong understanding of banking operational risk and controls.
§ Excellent attention to detail and organisational skills.
Skills and Competencies
§ Strong analytical and problem-solving skills.
§ Excellent verbal and written communication.
§ Ability to work effectively under pressure and meet strict deadlines.
§ Strong customer service orientation.
§ Risk and control awareness.
§ Ability to priorities workload and manage competing demands.
§ Team player with a proactive and flexible approach
Salary description
£34000.00 - £35000.00 per year