Senior Payment Escalation Officer

Job Description

What is the opportunity?

This position is accountable to ensure the timely, accurate fulfillment and escalation of all day-to-day activities related to high-risk wire payments that stop in exception queues for processing. The Senior Payment Escalation Officer will have accountability that payment processing conduct is adhered to on behalf of RBC. Additional responsibilities include completing high-risk processes associated to same day/future value cancellations/amendments request. Key deliverables such as meeting industry deadlines, ensuring SLA’s are adhered to, maximizing operational effectiveness and efficiencies through capacity management and implementing continuous process improvements to meet operational efficiencies.

**Working hours between 8:30am to 5pm PST, post daylight savings in November working hours between 9:30am to 6pm PST until mid March

What you will do?

• Responsible for providing a high level of service in a Payment Processing Center for customer payments.
• Provide highly effective day-to-day support for escalations on all electronic Payments Processing.
• Accountable and responsible to deliver in accordance with established department benchmarks while adhering to all relevant procedures and guidelines relating to the escalation of Same Day/Future Value cancellation and amendment, Wire payment processing, SWIFT, LYNX, Payments Canda, Payments Exceptions items.
• Accountable and Responsible for End of Day (EOD), including Holiday Processes. Time Sensitive processes for EOD include closure of  payment system and EOD activities are completed by the specified SLA’s.
• Accountable and responsible to ensure that Payments in Exception queues are completed meeting cut off times. Time sensitive payments that need to meet key cut off times intra day/end of day are completed with no missed SLA’s.
• Adhere to the overall business KPI requirements.
• Ensures minimal unnecessary Payment Exception transactions are escalated and adherence to internal quality assurance.
• Responsible for processing all items in payment exception queue
• Responsible for monitoring Payment Exception emails boxes have been actioned in a timely manner.
• Actively identify process improvement initiatives, implementing solutions, while maximizing productivity and resources. 
• Track all unnecessary items sent to Payment Exception queues and perform root cause analysis and provide the manual tracking on a weekly basis to respective Managers to be used as coaching for continuing learning or product knowledge session.
• Document Procedures

What do you need to succeed?

Must Have

• Knowledge of Payments with strong desire to learn
• Strong commitment to teamwork and cooperation
• Strong organizational and decision making skills with sense of urgency
• Excellent communication skills both written and verbal
• Technologically self-sufficient
• Ability to work in a deadline driven environment with flexibility to work occasional overtime and public holidays

Nice to Have

• Knowledge including SWIFT and LYNX

• Analytical Thinking
• Concern for Order & Quality
• Customer Service/Service Partner Orientation

Job Skills

Additional Job Details

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Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.