- 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
- 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
- Additional languages - desirable
- Passion for customer service
- Calm under pressure
- Team player
- Professional
- Approachable and personable
- Personal drive and initiative
- Determined and persistent
- This is a full-time, permanent position and we are seeking candidates based locally to our Stamford, Connecticut office or our Providence, Rhode Island office. The expectation is that the successful applicant is able to work from the office at least 3 days per week, whilst being prepared to work remotely / travel to customer sites for the remainder of the week where required
- This role offers a salary range between $65,000-$68,000 per annum + bonus scheme and a comprehensive benefits package
- Medical, Dental, Vision
- 401k: 5% matched
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Senior Operations Associate - Stamford - Moneycorp
Description
Position at MoneycorpWho We Are:
Moneycorp powers global payments for corporates, institutions and high net worth individuals, combining worldwide reach with local expertise. With over 45 years of market experience, two banking licences and offices in 11 countries, our technology delivers 24/7 accessibility, while our people deliver award-winning service. In 2024, we supported £79bn+ of international payments, reaching 190 countries in 130 currencies. Our 32k+ corporate clients benefit from our regulatory resilience with 63+ permissions globally, access to major payment rails, and proprietary technology.
Moneycorp is a place where energy, commitment to our shared success, and collaboration are core to our values. We're restless in our drive to surpass the expectations of our customers and unlock opportunities to support them at every stage of their journey. The foundation of our success is our people, and nurturing a culture of belonging for all our colleagues is central to our journey as a global business.
In North America, our offices are in Stamford, Orlando, Providence, and Toronto. We are licensed to operate in each US State, and in Canada at the Federal level we are registered with FINTRAC and at the Provincial level in Quebec.
Role Purpose:
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.
Key Responsibilities:
Internal Clients:
Knowledge and Experience:
Fostering a culture of belonging and inclusivity
We're committed to creating a workplace where every individual feels valued, respected, and included. As an Equal Opportunity Employer, we actively cultivate an inclusive culture where diversity thrives, and we empower our colleagues to drive meaningful change within our organization through initiatives like our DE&I focus groups and value champion network.
Like many of our peers, we recognize that fostering inclusivity is an ongoing journey, and we remain steadfast in our commitment to progress. By measuring our efforts through regular assessments and listening to the feedback of our employees, we strive to ensure that our initiatives are impactful and responsive to the evolving needs of our workforce.
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