Client Services Operations Analyst

About Lorum

Global payments are not broken. Incentives are. Clearing has been deprioritised inside balance sheet driven institutions whose models rely on lending and interest. When liquidity takes priority over settlement, payments slow and certainty drops. The same financial institutions that distort clearing as providers are disadvantaged as users. They are forced into fragmented setups, inconsistent rails, duplicated compliance, and unpredictable timelines. Stablecoin shortcuts and treasury pooling treat symptoms at the surface, but almost no one is rebuilding the underlying infrastructure in each market.

Rebuilding clearing from the ground up

We are rebuilding clearing as its own specialist function. We act as a clearing and transaction banking partner for regulated institutions, with treasury built into the core so liquidity, settlement, and reconciliation sit in one controlled system.

Our platform unifies global and local licenses, direct central bank clearing, and domestic rails. We allow clients to open named customer accounts in every market we operate, collecting funds and paying out through a single network while retaining full ownership of their customer relationships. Market expansion becomes as simple as one correspondent relationship, not hundreds.

Why Lorum

Joining Lorum means contributing to one of the most ambitious clearing infrastructure projects in global finance. You will help shape settlement systems that perform under real regulatory standards and institutional volumes. You will build for regulated institutions that rely on precision, predictable timelines, and regulatory integrity. It is about working across currencies, markets, and supervisory frameworks to deliver reliable, final settlement.

About the role

Role purpose

The Client Services Operations Team plays a pivotal role in ensuring that we can keep our promise of delivering a premium service to our clients. This team ensures that payments get processed as fast as we have promised and will remove all road blocks on that way. The analyst is responsible for the fast, accurate, and compliant handling of partner-bank Requests for Information (RFIs) and the necessary communication with the client. It will also serve as the main contact point to the client for any operational requests or from the client for payment investigation requests. This role directly protects customer experience, prevents transaction delays, and safeguards revenue realization.

Key Responsibilities

Case Management:

• Monitor Salesforce Email-to-Case queue in real time

• Triage and categorize incoming RFIs

• Investigate transaction and documentation issues

• Draft accurate and compliant responses

• Close cases with structured documentation

• Communicate with clients and obtain additional information that is needed to unblock payments

Payment Processing & Investigations:

• Investigate failed, delayed, rejected, or missing payments including SWIFT, wire transfers, and cross-border payments.

• Track payment flows through internal systems and banking networks to determine the root cause of issues.

• Take full ownership of resolving payment discrepancies, coordinating with correspondent banks, clearing houses, and internal operations teams as needed.

• Handle payment recalls, amendments, and trace requests.

• Review transaction records to ensure accuracy and compliance with internal policies.

Quality & Compliance:

• Help to create and refine global playbook and SOPs

• Ensure complete and accurate documentation

• Protect cross-border data handling requirements

• Participate in QA reviews

Collaboration:

• Coordinate with Compliance, Commercial, Finance, Product, and Operations

• Share improvement opportunities

Ideal candidate

Must-Haves: 

• 2–5 years in payments, banking operations, or financial services operations

• Experience handling time-sensitive casework

• Familiarity with ticketing or case management systems, especially Salesforce

Skills:

• The ability to critically evaluate an issue and responses

• High standards in your own work: the definition of done is not to push something out, but to respond to a challenge in the best way possible

• Strong prioritization under time pressure

• Structured problem-solving

• Clear written communication

• High attention to detail

• Risk awareness mindset

• Ownership mentality

• Process-oriented

• Team-oriented in follow-the-sun environment

Benefits

• Opportunity to travel (if applicable)

• Flexible vacation policy

• Private Healthcare

• Employee stock ownership (ESOP)

• Flexible working and autonomy

• Pay it forward days - we offer 2 annual pay it forward days where you can take time to volunteer for a charitable cause that is important to you.

• Wellness days - we believe you can only work your best when you feel your best, and we know working at Lorum is intense, so we offer 3 wellness days every quarter where you can take time to re-energise.

Compensation range

• New York: $100,000 - $120,000 gross annually*

• Other locations: Compensation will be discussed during the interview process

*Final compensation will be determined based on the candidate's qualifications, skills, and previous experience

By submitting this application, I agree that my personal data will be collected, processed, and retained by the company solely for the purposes of managing and assessing my candidacy.