Senior Officer- Payment Investigation (Emiratized Role)

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading financial institution in the UAE seeks to hire a professional responsible for managing complaints and queries related to the payment center and online operations. The candidate will ensure compliance with AML policies while providing service excellence. A university degree and 2 years of banking experience are required, with a focus on customer service and complaint resolution.

Qualifications

• 2 years of relevant experience in the banking sector.
• At least 1 year in similar positions with increasing responsibilities.

Responsibilities

• Handle complaints and queries related to payment centre and online.
• Investigate and resolve internal and external complaints.
• Ensure timely resolution of blocked payments under AML policies.

Skills

Customer service excellence

Analytical skills

Communication skills

Education

University Degree/ Diploma

Job description

• Full-time
• Sub Division: Group Operations
• Division: GCOO

Company Description

JOB PURPOSE:

To Handle of Complaints and Queries, together with AML Desk from Internal and External customers pertaining to all sections of payment centre and online including corresponding with regards to the findings and resolutions of issues, complaints, queries and processes related to payment centre and online.

KEY ACCOUNTABILITIES:

TASKS/RESPONSIBILITIES

SERVICE

Support the Investigations and Follow-up Unit of payment centre with handling of queries and complaints coming from internal and external sources.

Investigate and probe into the queries/complaints raised, resolve the same appropriately and prepare responses as applicable.

Provide service excellence on the AML Desk undertaking complete review and response of all payments which are blocked, ensuring active resolution

Ensure the release of clean payments within the requisite time-frame in compliance with the AML policies.

Assist to provide support to other ancillary and auxillary assignments as required from managmnet .

Ensure regular updates of work volumes are recorded and reported in accordance with SLA’s & KPI’s

Ensure completion of daily work in accordance with agreed SLA’s & KPI’s

Review and respond to payments that reflect in the AML module in compliance with the AML policy followed by Banks worldwide.

Divert inquiries and complaints from processing staff of the Department saving them time, cost and resources thereby focusing their role on providing quality and error-free services to the customers.

RISK

Ensure escalation of any identified risk and suggest mitigating actions and controls to safeguard the Bank

Escalate sensitive issues to concerned authorities within the time frame ensuring that the Bank is not exposed to any sort of Financial/ reputational risks.

PEOPLE

Maintain professionalism and effective communication with colleagues within the Unit and all other Departments

Adhere to your individual duties and responsibilities at all times.

Actively participate in the onboarding of new staff, supporting them during their training period and provding advice and guidance in during their training period including sessions in order for them to familiarize themselves with the job.

BUSINESS EFFICIENCY

To accomplish desigated tasks efficiently within the timelines and available resources without compromising on the risk and services.

Provide suggestions for improvement to increase the quality and efficiency of tasks handled resulting in utmost satisfaction to our customers (internal and external).

To keep a record of all cases handled at Investigation center.

Maintain MIS.

Ensure SLAs and TATs are adhered to at all times. Communicate with Branches/ BU if any exceptions are come across.

Maintain relationship with all internal customers we interact with.

Qualifications

University Degree/ Diploma

2 years’ relevant experience in the banking sector with at least 1 years in similar positions of progressively increasing managerial responsibilities in the opration .

Job Location