Senior Officer- Payment Investigation (Emiratized Role) at First Abu Dhabi Bank Pjsc

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

03 Feb, 26

Salary

0.0

Posted On

05 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Payment Investigation, AML Compliance, Customer Service, Risk Management, Communication, Problem Solving, Team Collaboration, Data Analysis, Reporting, Training, Process Improvement, Time Management, Complaint Resolution, Professionalism, Efficiency

Industry

Banking

Description

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 Minimum Qualification University Degree/ Diploma Minimum Experience 2 years’ relevant experience in the banking sector with at least 1 years in similar positions of progressively increasing managerial responsibilities in the opration .

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Responsibilities

The Senior Officer will handle complaints and queries related to the payment center and online services, ensuring timely resolution and compliance with AML policies. They will also support the onboarding of new staff and maintain effective communication with colleagues and other departments.