Payment Investigation Specialist

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

Job summary

A financial institution in the UAE is seeking a candidate for a role focusing on handling investigations and complaints. You will support the Investigations and Follow-up Unit, ensuring service excellence on the AML Desk by resolving queries and complaints related to payments. The ideal candidate will maintain compliance with AML policies and will also assist in onboarding new staff while contributing to the continuous improvement of business efficiency.

Responsibilities

• Support the Investigations and Follow-up Unit of payment Centre with handling of queries and complaints.
• Investigate and resolve queries/complaints raised and prepare responses.
• Ensure service excellence on the AML Desk with review and response of blocked payments.
• Ensure timely release of clean payments in compliance with AML policies.
• Assist in other ancillary assignments as required by management.
• Record and report work volumes in accordance with SLA’s & KPI’s.
• Review and respond to payments in compliance with AML policy.
• Escalate identified risks and suggest controls to safeguard the Bank.
• Maintain effective communication with colleagues across departments.
• Participate in onboarding and training of new staff.
• Provide suggestions for improving task quality and efficiency.

Job description

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 areblocked, ensuring active resolution

Ensure the release of clean payments within the requisite timeframe in compliance with the AML policies.

Assist to provide support to other ancillary and auxiliary assignments as required from management.

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 providing advice and guidance in during their training period including sessions in order for them to familiarize themselves with the job.

BUSINESS EFFICIENCY

To accomplish designated 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 have come across.

Maintain relationship with all internal customers we interact with.