Payment Lifecycle Specialist IV - EMEA Investigations

Make your mark in global payments by resolving complex wire transfer inquiries that matter to clients and the business. In this role, you will help protect client outcomes through timely, accurate investigation and clear communication. You will build expertise across international payment practices and investigative operations. You will partner with stakeholders across operations and external banking networks to deliver strong service. If you thrive in a fast-paced environment and take ownership, this role is for you.

Job summary
As a Payments investigations specialist (wire transfers) in the payments investigations team, you investigate and resolve complex payment inquiries across the end-to-end payment lifecycle. You help ensure accurate outcomes for clients by researching payment flows, managing exceptions, and coordinating with internal partners and external banks. You contribute to operational excellence by identifying root causes, escalating risk appropriately, and supporting continuous improvement.

Job responsibilities

• Investigate and resolve incoming and outgoing wire transfer inquiries, payment exceptions, and related requests in line with established procedures and controls.
• Research payment flows using internal systems, payment messages, and correspondent banking channels to identify and resolve transaction issues.
• Manage complex investigations including recalls, returns, compensation claims, potential fraud-related inquiries, and correspondent banking requests.
• Communicate clearly with clients and stakeholders by providing timely updates, setting expectations, and documenting outcomes.
• Complete investigation activity accurately within defined service level targets while maintaining required risk and control standards.
• Analyze payment data and supporting documentation to determine root causes and recommend appropriate resolutions.
• Process manual payment activities and manage non-automated transactions with a focus on accuracy and risk mitigation.
• Escalate complex, urgent, or high-risk cases through the appropriate channels and support resolution of critical client-impacting issues.
• Identify opportunities for process improvement, automation, and operational efficiencies while maintaining a strong control environment.
• Support cross-training and knowledge sharing to strengthen team capability and operational resilience.
• Contribute to projects, change initiatives, and business transformation efforts as needed to improve client and operational outcomes.

Required qualifications, capabilities and skills

• Bachelor’s degree or equivalent professional experience.
• Experience in payment operations, investigations, wire transfers, cash management, treasury services, or related financial operations.
• Ability to analyze complex transaction scenarios, interpret supporting documentation, and reach sound conclusions.
• Strong written and verbal communication skills, including experience engaging with stakeholders at different levels.
• Demonstrated client service mindset, including handling time-sensitive or high-impact inquiries.
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.
• Demonstrated ownership of issues, follow-through to resolution, and appropriate risk escalation.
• Strong organizational skills and ability to work independently with minimal supervision.
• Proficiency with Microsoft Office applications (Excel, Word, and PowerPoint).

Preferred qualifications, capabilities and skills

• 2 years of experience in payments investigations, treasury operations, wire transfer processing, or financial services operations.
• Working knowledge of SWIFT messaging standards, correspondent banking, and international payment practices.
• Experience handling payment exceptions, financial investigations, recalls, traces, returns, and funds transfer inquiries.
• Knowledge of operational risk, controls, and regulatory requirements applicable to payment processing.
• Experience supporting process improvement, automation, or operational excellence initiatives.

• Ability to act as a mentor, coach, or subject matter expert within a team environment.