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

Mashreq Bank PSC; Pakistan; On-site; PKR 600,000 - 900,000; Full time

Job summary

Mashreq Bank PSC is seeking an investigator in Pakistan to handle payment-related queries and investigations from the operations desk. The role requires processing inquiries such as return of funds, amendments, and OFAC-related issues, ensuring timely responses per SLA and coordinating with banks, operations, and business lines to close cases.

The position emphasizes analyzing recurring questions and proposing process improvements to reduce volume and strengthen controls.

Responsibilities

• Processing of investigation query messages such as return of funds, unable to apply, amendment, BCNR, recall of funds, OFAC, FATF.
• Ensuring response to all queries as per SLA, prioritizing 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

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