Royal Bank of Canada

Senior Payment Escalation Officer

Royal Bank of Canada • $80K — $95K *
Vancouver, BC V5K 5J9In-Person
Finance & Insurance
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5-7 years of experience in payment processing or related field
  • In-depth knowledge of BESS, SWIFT, LYNX systems and processes
  • Strong organizational and decision-making skills with urgency
  • Excellent written and verbal communication skills
  • Ability to work in a high-pressure, deadline-driven environment
  • Strong teamwork and cooperation skills
  • Technologically self-sufficient with modern systems

Responsibilities

  • Deliver high-quality service and support to a global client base
  • Provide effective support for escalations on electronic Payments Processing
  • Ensure compliance with procedures for Same Day/Future Value cancellations/amendments
  • Complete time-sensitive BESS processes according to SLAs
  • Fulfill payments in Exception queues by key cut-off times
  • Monitor and handle escalations across various BESS Queues
  • Identify and implement process improvement initiatives

Benefits

  • Supportive team environment with emphasis on cooperation
  • Opportunities for professional development and learning
  • Flexible work hours including occasional overtime
  • Exposure to diverse operational challenges in payments processing
Full Job Description
Job Description

What is the opportunity?

This position is accountable to ensure the timely, accurate fulfillment and escalation of all day-to-day activities related to high-risk wire payments that stop in exception queues for processing. The Senior Payment Escalation Officer will have accountability that payment processing conduct is adhered to on behalf of RBC. Additional responsibilities include completing high-risk processes associated to same day/future value cancellations/amendments request. Key deliverables such as meeting industry deadlines, ensuring SLA's are adhered to, maximizing operational effectiveness and efficiencies through capacity management and implementing continuous process improvements to meet operational efficiencies.

**Working hours between 8:30am to 5pm PST, post daylight savings in November working hours between 9:30am to 6pm PST until mid March

What you will do?
  • Responsible for providing a high level of service and support to a global client base by consistently meeting measurable Service Delivery Standards.
  • Provide highly effective day-to-day support for escalations on all electronic Payments Processing.
  • Accountable and responsible to deliver in accordance with established department benchmarks while adhering to all relevant procedures and guidelines relating to the escalation of Same Day/Future Value cancellation and amendment, Wire payment processing, SWIFT, LYNX, Payments Canda, Payments Exceptions items.
  • Accountable and Responsible for BESS Beginning of Day (BOD) and /or End of Day (EOD), including Holiday Processes. Time Sensitive processes for EOD include BESS closure, Lynx EOD activities are completed by the specified SLA's.
  • Accountable and responsible to ensure that Payments in Exception queues are completed meeting cut off times. Time sensitive payments that need to meet key cut off times intra day/end of day are completed with no missed SLA's.
  • Adhere to the overall business KPI requirements.
  • Ensures minimal unnecessary Payment Exception transactions are escalated and adherence to internal quality assurance.
  • Responsible for processing all items queued in the CBM INSF AND DAUP after 6:30 p.m.
  • Responsible for monitoring processing or handling escalations of all BESS Queues as per Payments Exceptions PPL (Including and not limited to PEXC PCT, PUT, PLT, CBM, CREQ, CBMINSF (after 6pm to cover Liquidity Risk Team), DATI, YREJ, YLAT, PMOP, ADMR. Ensure that emails received in Payment Exception emails boxes have been actioned in a timely manner.
  • Actively identify process improvement initiatives, implementing solutions, while maximizing productivity and resources.
  • Track all unnecessary items sent to Payment Exception queues and perform root cause analysis and provide the manual tracking on a weekly basis to respective Managers to be used as coaching for continuing learning or product knowledge session.


What do you need to succeed?

Must Have
  • Knowledge including: BESS, SWIFT, Swift Payment & Statements, Commercial Portal Payments, LYNX Systems as well as manual processes.
  • In-depth knowledge of Payments with strong desire to learn
  • Strong commitment to teamwork and cooperation
  • Strong organizational and decision making skills with sense of urgency
  • Excellent communication skills both written and verbal
  • Technologically self-sufficient
  • Ability to work in a deadline driven shift environment with flexibility to work occasional overtime and public holidays

Nice to Have
  • Analytical Thinking
  • Concern for Order & Quality
  • Customer Service/Service Partner Orientation


Job Skills
Active Learning, Adaptability, Customer Service, Decision Making, Detail-Oriented, Group Problem Solving, Operational Delivery, System Applications, Teamwork, Time Management

Additional Job Details

Address:

745 THURLOW ST:VANCOUVER

City:

Vancouver

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

TECHNOLOGY AND OPERATIONS

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2026-09-16

Application Deadline:

2026-09-30
Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

About Royal Bank of Canada

Royal Bank of Canada Careers

Join the dynamic team at Royal Bank of Canada (RBC), a global leader in financial services and a company committed to excellence and innovation. At RBC, we offer a wide range of job opportunities that empower professionals to shape their career paths with leadership, diversity training, and continuous growth.

Work You’ll Do

At Royal Bank of Canada, we are not just hiring; we are building a culture of innovation and leadership. Our team members are at the forefront of the financial industry, driving transformation and delivering targeted solutions that meet the evolving needs of our clients and communities.

Explore Job Opportunities and Employment at RBC

Whether you are starting your career or looking to take it to the next level, RBC offers positions that challenge your skills and fuel your ambition. From entry-level positions to leadership roles, our job opportunities span across various functions and regions. Join us and be part of a team that values professional growth and diversity.

Internship and Professional Development

Kickstart your career with an internship at Royal Bank of Canada. Our internships provide invaluable hands-on experience, networking opportunities, and insights into the financial services industry. Interns at RBC gain the skills necessary to excel and are often considered for full-time positions within the company.

Benefits and Culture

At RBC, we prioritize the well-being and satisfaction of our employees. Our benefits package is designed to support our team members at every stage of their life and career. RBC’s culture is built on a foundation of respect, integrity, and responsibility, fostering an environment where everyone can thrive.

Career Growth and Innovation

We believe in nurturing the potential of our employees through continuous learning and career development programs. At RBC, you will find endless opportunities to grow professionally through on-the-job experiences, formal training programs, and leadership development initiatives. Our commitment to innovation means we are constantly seeking out new ideas and perspectives, making RBC a perfect place for those who aim to lead and innovate.

Diversity and Inclusion

Diversity is our strength. At Royal Bank of Canada, we are committed to building an inclusive workplace where every employee feels valued and respected. Our diversity training programs are designed to educate and inspire, creating a more inclusive and equitable workplace.

Join Our Team

Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. Start your journey with RBC today and be part of a world-class team known for its commitment to client service, community involvement, and innovation.

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Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities awaiting you at RBC. Explore the possibilities with Royal Bank of Canada, where your future is filled with potential and the path to success is paved with countless opportunities for professional and personal growth. Join us and shape not just your career but the future of the financial industry.
Learn more about Royal Bank of Canada
Size
86,007 employees
Market Cap
$130.3 billion
Industry
Finance & Insurance
5 Year Trend
+8.7%
NASDAQ
RY
* Ladders Estimates

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