Senior Payments Operations Analyst, Personal Banking Payments

Join a Challenger

Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.

We are a big (and growing!) family. Overall we serve more than 670,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $125 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021. 

The Work

Reporting to the Payments Operations Manager, Personal Banking Payments, the Senior Payment Operations Analyst, plays a key role in supporting critical payment operations. The position is responsible for functions such as execution of payment operations processes and procedures, analysis of initiatives underway and record keeping. The role demands a high degree of accuracy, superb communication and professionalism.

The Core Responsubilities!

• Execute timely and accurate completion of payment operations processes and procedures such as settlement processing, reconciliation reviews, billing &invoicing and reporting.
• Refine and maintain payments product operations processes and procedures. 
• Refer or escalate processing or operational issues by connecting with the appropriate department/partners to facilitate resolution and ensure that service quality is maintained. 
• Respond to inbound inquiries and complaints from internal and external stakeholders in an informed, efficient manner, within established SLAs. 
• Manage production incidents to ensure closure within SLA, including creation of Incident Reports. 
• Identify and escalate gaps, inefficiencies, process roadblocks and non-standard or high-risk activities. 
• Work closely with cross-functional stakeholders within the digital bank as part of product execution (i.e. Product, Technology, DigitalBanking Operations, Finance, Accounting, etc.). 
• Manage relationships with external partners as well as payment networks. 
• Ensure that the Payments programs align with EQ policies, follows network requirements and regulatory risk (AML, KYC, ATF) requirements.

Let Talk About You!

• Experience: 5+ years of work experience, including 2+ years in payments operations (e.g., credit/prepaid cards, digital banking). 
• Education: Bachelor’s in Business Administration, Engineering, or related field. 
• Technical Expertise: Knowledge of payments operations, familiarity with payment schemes (e.g., Visa, Mastercard), network billing, accounting and reconciliation.
• Strong interpersonal and communication skills. 
• Attention to detail, time management. 
• Proficient in MS Office (Excel, Access, PowerPoint). 
• Ability to support projects and coordinate cross-functional tasks. 
• Adaptability, critical thinking, problem-solving. 

What we offer [For full-time permanent roles]

💰 Competitive discretionary bonus 

✨ Market leading RRSP match program

🩺 Medical, dental, vision, life, and disability benefits

📝 Employee Share Purchase Plan

👶🏽 Maternity/Parental top-up while you care for your little one

🏝 Generous vacation policy and personal days

🖥 Virtual events to connect with your fellow colleagues

🎓 Annual professional development allowance and a comprehensive Career Development program

💛 A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well. 

We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.

We can’t wait to get to know you!