Banking Operations Analyst

Role Overview

The Pay Ops Retail Banking (Level 2) specialist is responsible for supporting endtoend Level 2 payment operations, including payment verification, exception handling, and resolution of escalated customer issues. This role requires strong analytical capabilities and hands-on experience in realtime chat-based support. The candidate will ensure seamless payment execution while upholding compliance, quality, and service-level standards.

Key Responsibilities

Payment Operations

• Manage Level 2 payment workflows including payment verification, processing, reconciliation, and exception handling.
• Investigate and resolve complex payment discrepancies, failed transactions, and exception queues.
• Coordinate with upstream and downstream teams to ensure timely and accurate payment execution (e.g., operations, risk, compliance, IT).

Customer & Chat Support

• Handle escalated customer queries through chat channels with precision and professionalism.
• Provide timely resolution to complex banking/payment-related issues raised by Level 1 teams or customers.
• Deliver a highquality chat experience while adhering to process and compliance requirements.

Risk, Compliance & Governance

• Ensure all payment activities comply with regulatory, audit, and internal risk guidelines.
• Maintain accurate documentation and escalate risks or operational issues when necessary.
• Support process audits and contribute to strengthening internal controls.

Performance & SLA Management

• Meet operational SLAs related to turnaround time (TAT), accuracy, and customer satisfaction.
• Identify trends in payment failures or chat escalations and recommend process improvements.
• Collaborate with quality and training teams to enhance process efficiency.

Required Skills & Qualifications

• 2–5+ years of experience in Retail Banking Operations

  with direct exposure to

  Level 2 payment operations

  .
• Prior experience in

  chat-based customer support

  within banking or financial services.
• Strong understanding of

  payment rails

  (e.g., NEFT, RTGS, IMPS, ACH, SWIFT), payment exception scenarios, and operational workflows.
• Excellent problemsolving skills with strong attention to detail and accuracy.
• Ability to work in a fast-paced environment handling multiple queues and escalations.
• Strong communication skills—written clarity for chat and operational documentation.
• Familiarity with banking systems, ticketing tools, workflow management platforms, and risk/compliance frameworks.

Preferred Qualifications (Optional)

• Experience working in a 24/7 operational environment or rotational shift model.
• Exposure to digital banking platforms and automated payment systems.
• Certification in banking operations, payments, or risk (e.g., IIBF, SWIFT, NACH).

Interested Immediate candidate can apply on komal.aswal@teleperformance.com