Payment Analyst - GA

We are seeking a Payment Analyst - GA to join our team. As a Payment Analyst - GA, you will report to the Manager, U.S. Payments Processing. Your primary focus will be on providing professional and attentive service to the first point of contact representatives by accurately fulfilling requests regarding external customer wire origination and document collection.

Responsibilities:

• Answer Wire Transfer origination calls, collect all required information, and complete initial callback verbatim disclosure
• Process outgoing and incoming Wire requests according to documented procedures, proper authorization, approval, and control procedures
• Complete Wire Transfer requests from the first point of contact customers and representatives
• Partner with colleagues to ensure superior client experience
• Demonstrate high standards of client care, actively listen to internal/external clients, and take ownership of problems and issues
• Ensure accuracy and timeliness to meet service levels and minimize customer impact
• Identify and proactively escalate potential interest claims, client complaints, or suspicious transactions situations to management
• Adhere to exception processes established within Payments Processing to mitigate operational, reputation, and business risk

Requirements:

• Strong organizational and decision-making skills
• Fluency with Microsoft Office suite of products and technological independence
• Customer Service/Contact Centre experience
• Shift flexibility (evenings, weekends, statutory holidays as required)
• Team follows a US holiday calendar

Nice to Have:

• In-depth knowledge of day-to-day Payments Processing procedures
• Knowledge of BESS, SWIFT, and Fed Line along with their respective rules, as well as RBC Express, PeopleSoft, Epitome, SP&S, Image Center, Web CSR, Eserve, and PD Teller