Senior Associate, Payment Operations.COE Pak - Payments Operations - Investigation.Operations Group-PAKCOE

Mashreq; Karachi Division; On-site; PKR 670,000 - 1,004,000; Full time

Job summary

Mashreq is seeking a dedicated professional to handle investigation query messages related to funds and payment processing. The role emphasizes timely responses, escalation, and collaboration with operations, business lines, and customer service to close cases efficiently.

The candidate will analyze recurring queries, propose process improvements, and manage investigations per established matrices with the business. Prior experience in payment processing and strong SLA focus are essential.

Qualifications

• Experience handling investigation queries.
• Knowledge of payment processing outward and inward.
• Ability to meet SLA and coordinate with multiple teams.

Responsibilities

• Processing of investigation query messages such as return of funds, unable to apply, amendment, BCNR, recall of funds, OFAC, FATF.
• Working knowledge of payment processing both outward and inward.
• Ensuring response to all queries as per SLA, prioritization of sensitive messages, maintaining close coordination with other banks, operations team, business line and customer service desk to facilitate case closure.
• Analyzing recurrent queries and working with Associate manager to suggest process improvements to reduce repetitive queries.
• Manage investigation based on the agreed matrices with business

Skills

Query processing

SLA adherence

Coordination

Data analysis

Tools

Payment processing systems

Job description

• Processing of investigation query messages such as return of funds, unable to apply, amendment, BCNR, recall of funds, OFAC, FATF.


• Working knowledge of payment processing both outward and inward.


• Ensuring response to all queries as per SLA, prioritization of sensitive messages, maintaining close co-ordination with other banks, operations team, business line and customer service desk to facilitate case closure.


• Analyzing recurrent queries and working with Associate manager to suggest process improvements to reduce repetitive queries.


• Manage investigation based on the agreed matrices with business