Banking Relations & Payment Services Executive

About Us

Privalgo is an FCA-authorised international payments and foreign exchange specialist, helping businesses send, receive, manage and optimise cross-border payments worldwide. Founded in 2018 and headquartered in London, Privalgo combines innovative payment technology with dedicated relationship management to deliver secure, efficient and tailored global payment solutions. Operating across more than 95 countries and supporting over 140 currencies, we enable organisations to streamline international transactions, manage currency risk and access a seamless multi-currency payment infrastructure.

Being a Banking Relations & Payment Services Executive at Privalgo

As a Banking Relations & Payment Services Executive at Privalgo, you will be part of the team that owns everything that touches a bank – counterparty onboarding, client bank assignment, due diligence reviews, service reviews and payment queries.

You will resolve client payment queries first time wherever possible, keep clients informed with clear, timely communication without them having to chase, and build strong working relationships with our banks and partners.

You will remain curious, looking for the root cause of recurring queries and ways to improve the experience for our clients.

Lastly, we want you to get to know the three pillars of our culture: ambition, accountability, and impact – to live and breathe it, and to help shape and define them as we grow.

Key Responsibilities

Payment Services & Client Queries

• Payment Queries: Resolve client payment queries on a first contact basis wherever possible, via phone, e-mail and tickets, within agreed service levels.
• Investigations: Complete payment investigations in a timely manner to resolve settlement and account errors, escalating complex cases to the Senior or Lead.
• Case Management: Log, manage and close queries through the case management system.

Banking & Counterparty Support

• Counterparty Onboarding: Support the onboarding of new banks, counterparties and payment providers.
• Client Bank Assignment: Assign banks and accounts to clients, in line with risk appetite and routing rules.
• Due Diligence & Service Reviews: Prepare information for due diligence reviews and service reviews with banking partners.
• Relationships: Build good working relationships with contacts at banks and partners to resolve issues quickly.

Stakeholder Communication & Collaboration

• Payments & Treasury Operations: Work closely with the Payments & Treasury Operations PODs on payment issues, and provide cross-cover at peaks and during absence on an occasional and ad-hoc basis, if ever required.
• Clients: Keep clients informed proactively, with clear and professional communication, so they never have to chase for a status update.
• Cross-functional Collaboration: Build rapport with Front of House and work with Finance and Compliance to resolve queries quickly.

Compliance & Improvement

• Compliance: Comply with AML regulations, security standards and internal policies and procedures.
• Improvement: Identify recurring queries and suggest improvements that reduce them and improve client experience.

Required Skills & Experience

• 2+ years’ experience in payments operations, client support or banking relations within an FX, payments or financial services business.
• Knowledge of payment formats and rails, including SWIFT, SEPA, Faster Payments and CHAPS.
• Experience of handling client enquiries, ideally payment or settlement queries.
• Excellent numerical and analytical skills. A problem solver who presents effective solutions through informed decisions.
• Customer service oriented, with experience working with external clients.
• Technical ability across several platforms and applications (MS Office, MS tech stack, Super D, bank/broker platforms, case management tools and all internal platforms).

You

• Personable, with a natural ability to build rapport and establish relationships.
• Client-focused, with a “can do” approach to resolving problems.
• Able to prioritise tasks and organise your workload against deadlines. The pace at Privalgo is fast!
• Detail orientated. Consistently applies accuracy and attention to detail to any task at hand.
• An excellent communicator with a professional demeanour, both written and verbal.
• Curious – we are a forward-thinking company and want you to grow with us!
• Embraces Privalgo’s culture, displaying ambition, staying accountable and making an impact!
• Lastly, we want you to be your authentic self and have fun along the way.

The Hybrid Life

As a business, we aim to be in the office together three times a week. It’s great for us to be united, bond and have fun whilst we work hard and show what we’re made of. Working hours will be 8:00am – 5:00pm.

We trust you to manage your week and stay responsible for your deliverables no matter where you are.