Senior Officer, Payment Investigation

Job Purpose The Senior Officer, Payment Investigation is responsible for managing payment exceptions, reconciling Nostro and Inter-Branch accounts, and investigating discrepancies related to non-receipt or defaulted funds. The role ensures that exceptions are handled according to established Business-as-Usual timelines, escalation matrices, reconciliation policies, and operational procedures. It also supports risk mitigation, timely reporting, accurate account monitoring, and effective service delivery to internal and external customers. Key Responsibilities Reconcile Nostro, Inter-Branch, General Ledger, card, ATM, CDM, and other assigned accounts. Verify that ledger entries match bank statements and branch ledger entries. Investigate outstanding items, payment discrepancies, overdrafts, deal-rounding differences, and non-receipt of funds. Follow up with relevant branches, departments, business units, and correspondent banks until outstanding items are resolved. Escalate payment exceptions according to agreed BAU timelines, risk levels, and escalation matrices. Initiate and manage exception-related correspondence through the ITRACS Exception Management interface. Ensure outstanding items are accurately reflected in the reconciliation system. Monitor Nostro account service charges and escalate matters to the Financial Institutions Group when required. Prepare SWIFT messages for follow-up with correspondent banks. Support the monthly settlement of deal-rounding differences resulting from exchange-rate variations. Prepare accurate daily MIS reports, dashboards, exception reports, statistics, and traffic-light reports. Maintain daily tick lists and ensure all time-sensitive activities are completed within the required timelines. Escalate operational risks, irregularities, and incomplete tasks to the Senior Officer or Section Head. Ensure records and supporting documents are updated and filed daily. Respond promptly to inquiries from internal and external customers. Support workload distribution and provide coverage during employee leave or absence. Contribute suggestions to improve operational efficiency, service quality, risk controls, and reconciliation processes. Follow all departmental policies, procedures, operating standards, and internal control requirements. Demonstrate the organisation s values and ethical standards at all times. Qualifications Bachelor s degree in Business Economics, Commerce, Accounting, Finance, or a related discipline. Experience and Technical Knowledge 3 5 years of relevant banking-sector experience. At least 3 years of experience in a similar role involving account reconciliation. Practical experience in Cards, Nostro, and internal account reconciliation. Knowledge of IntelliMatch or similar reconciliation systems. Knowledge of SWIFT standards, particularly MT940 and MT950 messages. Experience in exception management, payment investigation, operational risk, and MIS reporting. Key Competencies Strong analytical and investigative skills. Good judgment and decision-making ability. High attention to detail and accuracy. Effective follow-up and escalation skills. Ability to manage time-sensitive and high-volume activities. Strong understanding of operational risk and control procedures. Good written and verbal communication skills. Ability to work effectively with internal departments and correspondent banks.