Payment Processing Associate

JOB PROFILEFORM

Job Information

**Job Title**: Banking Payments Investigator Compensation Grade: Grade 7

**Department**: Global Client Services Job Code: 7239

**Job Family Group**: Operations Job Family: WUBS Operations

**Work Location**: Global TBC Management Level: All Other Positions

**Reports To**: Team Leader, Client Service Investigations SalesClassification: Not Applicable

**EVP**: President -Global Payments Date Submitted: TBC

Job Summary

The Banking PaymentsInvestigator’s primary function is to facilitatethe effective identification and resolution of customer and banking partner enquiries related to payment transactions.

The role is responsible forbuilding and maintainingrelationships with key internal and externalstakeholders to ensure SLAs and KPIs are adhered toand investigative duties are managed and resolved in accordance withclients’expectations.

The team acts as abridge between our banking partners and internal stakeholders.

Job Responsibilities

Duty/Responsibility Percentage of Time
- Resolve multi-channel payment queries, providingimmediate answers were possible and referring to banking partners when necessary.
- Providesupport toCustomer in a timelyand professional manner; supporting the collection of Customer information as required
- Adhere to agreed KPIs and SLAs.

50%

Repurchase and Reissue Transaction Entry
- Accurately processcancellations, reissues, and refunds requests in accordance withagreed SLAs
- IdentifyTime/Rate critical buybacks/reissues and action with urgency to limit potential loss to WUBS or our customer.
- Ensure appropriate accountingproof is present prior to actioning any repurchase request.

25%

Banking Relationships
- Act as the bridge between our banking partners and internal customers both in writing and verbally as required.
- Identifyand initiatethe proper bank message to resolve payment breaks. Amendments, Recalls, Tracers, Bank Charges Inquiry, Respond to Compliance RFI
- Communicate frequentlywith correspondent bank network to help resolve payment investigations.

25%

WU ProfessionalLevel Guidelines(PLG)

PLG Competencies Description
Individual Contributor or People Manager
- Professional individual contributor
- Early acquisition of knowledge and skills for specific area of expertise

**Individual Contributor**:
Leadership
- Empowers self and others to do their best, highest value work.
- Drives and owns professional career and development.
- Contributes to a high performing team and environments.
- Demonstrates the company culture, valuesand behaviors

**Novice**:
Management and Planning
- Understands and adheres with company and function policies/procedures.
- Accountable for quality and delivery of end results
- Brings a continuous improvement mindset.
- Efficiently uses resources - time, budget, etc

**Noviceto Intermediate**:
Business Impact
- Performs routine assignments.
- Developing problem solving capability
- Takes direction from others.
- Spectrum of beginner to intermediate to advanced skills and competencies as required by the role

Noviceto

**Intermediate**:
Customer Focus
- Ensures results positively influence customer experience and team/dept. operations.
- Provideseffective communication.
- Understands our business and our customers; ensures the best customer experience.
- Positively promotes company internally and externally

Noviceto

**Intermediate**:
Experience and Qualifications
- University degree (based on location), High School Diploma or equivalent
- Experience of working in a high-volume environment - desirable.
- Experience of working in Financial Services-desirable

Skill Matrix

Skill Area Description
Technical Skills
- Ability to navigate a computerized data entry system,good knowledge of internal systems.
- Ability to read and interpret bank messages.
- Good mathematical ability
- Knowledge of local and international payment methods
- Knowledge of FX markets and commercial awareness
- Ability to updateprocess documents and Standard Work Sheets

Noviceto

Intermediate

Soft Skills
- High degree of accuracy and attention to detail
- High degree of self-motivation
- Professional telephone manner with an ability to develop rapport with banking partners and internal stakeholders.
- Excellent written and verbal communication skills
- Ability to solve problems.
- Ability to work under pressure.
- Strong teamplayer
- Ability to identifyand implement ways of improving efficiency.
- Networks to build internal relationships

Intermediate

**Proposed By**:WESTERN UNION

**HR Partner: First Created (Date)**:
**Updated (Date)**: