Payment Operations Specialist II

Description

Wire Analyst provides support for activities in Commercial Operations with an emphasis on operational excellence and superior customer service. Provides support for processes and documentation, contributes ideas based on operational and customer needs, and supports efforts in streamlining operations to improve customer service. Supports process improvement activities and a culture of continuous improvement, exhibits strong customer service attitudes and values, identifies and escalates risk where appropriate, complies with documented processes, and provides assistance to colleagues and/or customers regarding processes.

Develops and maintains effective working relationships with peers, identifies opportunities that add value to the business objectives and enhance the customer experience, supports an environment of cooperation and change, and recognizes the need to escalatethe issues to a higher level while operating effectively in a customer‑oriented environment and working well in a team environment.

This role responds to diverse incoming customer requests regarding account activity and account‑related services in conformance with policy, procedures, and service quality standards, offering appropriate solution options. The role will assist high‑profile customers with sending high‑dollar, high‑risk domestic and international wire transfers, activate wire authentication PINs, perform due diligence callbacks to customers to validate wire instructions, process ad‑hoc research requests on behalf of customers, offer appropriate sales options, and recognize cross‑sell opportunities to increase customer satisfaction and enhance customer relationships.

The Wire Transfer Associate must adhere to all internal risk policies as well as all federal and international laws and regulations while providing exceptional customer service.

• Answer customer calls in a phone bank/call center environment.
• Data entry of payment instructions.
• Perform payment instruction validation and activation of customer PINs.
• Convert USD to FX when appropriate.
• Outbound calling to customers.
• Customer service – proficient in customer service experience (1‑2 years), experience servicing customers through the telephony channel, and experience with VRU’s or other phone technology as well as authenticating customers over the phone.
• Experience supporting customers in Retail and Commercial Banking.
• Typing/data entry skills.
• Superior communication skills.
• Intermediate level PC skills required, including Microsoft Office Suite.

• High School or Equivalent (GED) required. Associate Degree preferred. 1 year of experience in lieu of degree.

Hours per Week: 40

Work Schedule:

9am‑5pm, 4 days on‑site, 1 day remote

Some job boards have started using jobseeker‑reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

At Citizens, you’ll find a customer‑centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.