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Payment Escalation Officer – Ensure accurate fulfilment of high‑risk wire payments in Vancouver.
Join RBC’s Technology & Operations team and drive process improvement, SLA compliance, and capacity management.
Title: Payment Escalation Officer
Location: 745 THURLOW ST:VANCOUVER
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 5:00pm PST
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 6:30pm 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
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
Adaptabilidad, Aplicaciones de sistemas, Aprendizaje activo, Atención al cliente, Entrega operacional, Gestión del tiempo, Orientado al detalle, Resolución de problemas en grupo, Toma de decisiones, Trabajo en equipo
Additional Job Details
Address: 745 THURLOW ST:VANCOUVER
City: Vancouver
Country: Canadá
Work hours/week: 37.5
Employment Type: Full time
Platform: TECHNOLOGY AND OPERATIONS
Job Type: Regular
Pay Type: Salaried
Posted Date: 2026-07-07
Application Deadline: 2026-07-22 Note : Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
Our Employment Opportunities
At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.
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