Senior Operations Associate

Moneycorp•Stamford, CT

16h•$65,000 - $68,000•Hybrid

About The Position

The Payment Operations role at Moneycorp US Inc. is responsible for supporting the end‑to‑end execution of global wire and ACH payments, investigating and resolving payment-related issues, and ensuring that all transactions comply with applicable sanctions policies and internal control requirements. The role manages day‑to‑day operational processes, analyzes payment inquiries, and consistently upholds service standards for both internal stakeholders and external clients. The Senior Operations Associate serves as the operational anchor for daily domestic and cross‑border payment workflows by accurately interpreting payment instructions, monitoring processing queues, meeting established KPIs and SLAs, and resolving investigations, exceptions, and complaints across all channels, including inbound and outbound payments, online platforms, and administrative activities. This role also provides guidance, leadership, and support to the Operations team. The position maintains high standards of operational integrity, risk management, and regulatory compliance by conducting root‑cause analyses to mitigate financial, operational, and reputational risks. In collaboration with Product, Compliance, Technology, Treasury, Front Office, and other customer‑facing teams, the role works to optimize controls, streamline processes, and enhance system reliability and client experience. Additionally, the role contributes to governance, operational resilience, and modernization initiatives by maintaining current documentation and supporting audits, testing, and transformation efforts to ensure the payment ecosystem remains robust, scalable, and aligned with organizational strategy.

Requirements

Minium 5 years of related experience in a foreign exchange or international payment company/bank
Bachlor’s degree (preferred) or equivalent experience
Proven experience in Back Office/Operations space; Included by not limited to: confirmations, payments, reconciliation, investigations and customer services departments.
Working within a multichannel environment (e.g. telephone, email, face to face)
Highlight the expected benefits of new systems, actions, and strategies to help others overcome fears of change
Fosters a culture where honesty and transparency are expected
Excellent analytical skills
Proficient in EXCEL, Word, PowerPoint, and AI tools (Copilot)
Ability to analyze opportunities, recommend solutions, and communicate them clearly
Ability to query or analyze datasets to monitor payment activity and support investigations.
Clear communicator, both written and verbal
Good organizational skills including prioritization
The ability to work under pressure in a fast-paced environment
Excellent attention to detail
English, written and verbal - essential

Nice To Haves

Additional languages – desirable

Responsibilities

Work to ensure incoming calls, e-mails and any administrative tasks are handled as quickly and efficiently as possible and within agreed SLA’s
Client issues should be dealt with at first point of contact wherever possible
Ensure internal and external clients are dealt with in a professional and efficient manner
Deep working knowledge of international wire transfers, ACH, SWIFT/ISO messages, SEPA, and end‑to-end payment lifecycle (initiation → screening → confirmation→ settlement → reconciliation → investigation).
Familiarity with SWIFT message (both types of MT and MX) and formatting nuances that impact investigations and recalls.
Support end-to-end payment operations for the wire and transfers product, ensuring seamless execution across all channels
Experience with payment controls (e.g., screening sanctions, fraud filters), queue management, and exception handling in high‑volume operations
Ability to lead end‑to‑end investigations of rejected/delayed/erroneous payments; perform root‑cause analysis, draft findings, and resolve escalations within SLAs.
Manage return of funds, amendments, recalls, and client/bank inquiries; coordinate cross‑functionally to drive timely case closure.
Ensure internal and external clients are dealt with in a professional and efficient manner
Track and report operational metrics; identify emerging risk patterns from investigative data.
Knowledge of nostro reconciliation and break resolution in cross‑border transactions
Liaising with banks on payment queries
Review of EOD reports, tasks prior to closing
Follow up with internal teams to resolve outstanding items
Serve as escalation contact for less experienced associates
Provide guidance and training to less experienced associates
Assist with project work
Assist with testing and development of new systems/processes
Assist with other Corporate Customer Service queries when required