Specialist- Payment Investigations ( UAE Nationals Only)

Job 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 onlineKEY ACCOUNTABILITIES: TASKS/RESPONSIBILITIESSERVICE

• 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 SLAs & KPIs
• Ensure completion of daily work in accordance with agreed SLAs & KPIs
• 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

• 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

• 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

• 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

• 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

• University Degree

Keyskills :
Aml Payments Risk Mis Investigations Queries communication

About Company

FAB, the UAE’s largest bank and one of the world’s largest financial institutions offers a an extensive range of tailor-made solutions, and products and services, to provide a customised banking experience. Through its strategic offerings, it looks to meet the banking needs of customers across the world via its market-leading Corporate and Investment Banking and Personal Banking franchises.
Headquartered in Abu Dhabi, in Khalifa Business Park, the bank’s international network spans over 19 countries, across the world, providing the global relationships, expertise and financial strength to support local, regional and international businesses seeking to do business at home and abroad. In line with its commitment to put customers first, to Grow Stronger, FAB will continually invest in people and technology to create the most customer-friendly banking experience and will support the growth ambitions of its stakeholders across the global network in which the bank operates.