Payment Lifecycle Associate - EMEA Investigations

Help resolve time-sensitive payment inquiries that matter to clients and partners every day. In this role, you will bring analytical thinking, ownership, and a strong risk mindset to complex investigations. You will collaborate across operations and client-facing teams to drive timely outcomes. You will also contribute to process improvements that strengthen controls and reduce recurring issues.

Job summary
As a Payment Investigations Associate in the Payments Investigations team (Europe, Middle East and Africa), you will independently manage complex and aging payment investigations and drive timely resolution through effective partnership and clear communication. You will apply sound judgment to assess risk, escalate appropriately, and ensure thorough documentation. You will also support daily operational delivery by coordinating priorities and helping strengthen team capability through knowledge sharing and coaching.

Job responsibilities

• Own complex and aging payment investigations from initial review through resolution, ensuring appropriate follow-through and documentation
• Investigate payment inquiries by analyzing data across multiple systems and sources to confirm status, determine root cause, and define next steps
• Manage escalations and apply sound judgment to identify and escalate material client, operational, financial, or control risks through appropriate channels
• Partner with internal teams and external counterparties to obtain information and progress investigations to timely resolution
• Provide subject-matter support on complex transactions and inquiries, offering guidance to colleagues as needed
• Coordinate day-to-day priorities by monitoring aging items, capacity, and service risks, and helping to balance workloads
• Track quality and service outcomes, identify recurring drivers of defects, and support corrective actions to prevent repeat issues
• Maintain a strong control environment by following established procedures and identifying, documenting, and escalating exceptions or control concerns
• Maintain and improve procedures, job aids, and supporting documentation as processes, systems, and requirements evolve
• Support change delivery activities such as testing, process migrations, and implementation of enhancements, as needed
• Promote consistent investigation practices across locations by sharing knowledge, reinforcing standards, and supporting operational resilience

Required qualifications, capabilities and skills

• Experience in payments, banking operations, financial services investigations, or a comparable operational environment
• Knowledge of international payment processing and the end-to-end payment lifecycle
• Working knowledge of SWIFT and/or ISO 20022 payment messaging standards and international payment conventions
• Ability to independently investigate and resolve complex payment inquiries, exceptions, and escalations
• Analytical and problem-solving skills, including the ability to assess information from multiple sources and identify root causes
• Demonstrated ownership mindset, including the ability to drive issues to resolution with appropriate escalation
• Risk and control mindset, including the ability to identify operational and client risks and exercise sound judgment
• Stakeholder management skills, with the ability to build effective working relationships across functions and locations
• Strong written and verbal communication skills in English
• Ability to manage competing priorities in a high-volume, time-sensitive operational environment
• Proficiency with Microsoft 365 and the ability to learn new tools, systems, and reporting applications

Preferred qualifications, capabilities and skills

• Experience in payment investigations, payment processing, cash operations, or a related payments function
• Experience with cross-border and multi-currency payments and financial institution inquiries
• Strong working knowledge of SWIFT and ISO 20022 messaging, clearing and settlement concepts, and correspondent banking practices
• Experience managing complex client, bank, or internal stakeholder escalations
• Experience providing informal leadership (for example, serving as a buddy, trainer, workflow coordinator, or subject-matter resource)
• Experience supporting operational controls, procedure management, quality assurance, or risk remediation activities
• Experience supporting change initiatives such as process migrations, automation, testing, or technology enhancements