Job Description

This position ensures the timely, accurate fulfilment 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 is accountable for ensuring payment processing conduct is adhered to on behalf of RBC, completing high‑risk processes linked to same‑day/future‑value cancellations and amendments, meeting industry deadlines, ensuring SLA compliance, and maximizing operational effectiveness through capacity management and continuous process improvement.

Working Hours

8:30 am – 5:00 pm PST

Responsibilities

- 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 Canada, 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 pm EST.
- 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.
- Robust commitment to teamwork and cooperation.
- Strong organisational and decision‑making skills with a 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.

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📌 Payment Escalation Officer (Vancouver)
🏢 RBC
📍 Vancouver