US Senior Operator

What is the opportunity?

It’s always nice to be a part of a collaborative team. As a Senior Payment Operator, you will report to the Assistant Manager, Payments Processing. In this role, you are primarily focused on providing professional, attentive service to the first point of contact representatives by accurately fulfilling requests regarding external customer wire origination and document collection. It relates to both domestic and international wires.

You are responsible for delivering a superior client experience, effective problem resolution, and adherence to all regulatory and KYC guidelines, including sanctions and AML rules.

• Answer wire transfer origination calls and collect all required information.
• Ensure all outgoing and incoming wire requests are processed per 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 the delivery of superior client experience.
• Demonstrate a high standard of client care, actively listening to internal/external clients to understand their needs and take ownership of problems and issues.
• Ensure accuracy and timeliness to meet service levels and minimize customer impact.
• Identify and proactively escrow any potential interest claims, client complaints, or suspicious transaction situations promptly to management.
• Adhere to exception processes established within Payments Processing to mitigate operational, reputation, and business risk.

• Knowledge of BESS, SWIFT, and Fed Line along with their respective rules, and familiarity with applications such as RBC Express, People Soft, Epitome, SP&S, Image Center, Web CSR, Eserve, and PD Teller.
• Strong organizational and decision‑making skills.
• Fluency with the Microsoft Office suite and technological independence.
• Shift flexibility (evenings, weekends, statutory holidays as required).

• In‑depth knowledge of day‑to‑day Payments Processing procedures.
• Customer Service / Contact Centre experience.

• A comprehensive Total Rewards Program including bonuses, flexible benefits, competitive compensation, commissions, and stock where applicable.
• Opportunity for a lasting impact and professional growth.
• Work in a dynamic, collaborative, high‑performing team.
• A world‑class training program in financial services.
• Flexible work/life balance options.
• Opportunities to do challenging work.

Active Learning, Adaptability, Communication, Critical Thinking, Customer Service, Detail‑Oriented, Group Problem Solving, Interpersonal Relationship Management, Product Services.

Address: 180 Wellington St W, Toronto
City:
Toronto
Country:
Canada
Work hours/week: 37.5

Employment Type:

Full time
Platform:
Technology and Operations
Job Type: Regular

Pay Type:

Salaried