Job Description

Complaints and AML Desk Specialist - Payments Centre - First Abu Dhabi Bank - Abu Dhabi, UAE
Position Overview
This Complaints and AML Desk Specialist role supports the Payments Centre by handling customer complaints, payment-related queries, AML-related payment blocks, and resolution management. The position ensures timely and accurate responses to internal and external stakeholders while maintaining strict compliance with AML policies, service quality, and operational risk controls.
Job Details
Country: UAE
City: Abu Dhabi
Industry: Banking
Function: Customer Support-Client Care
Salary: 9000-12000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Key Responsibilities

• Support the Investigations and Follow-up Unit in managing queries and complaints from internal and external customers.
• Investigate, analyse, and resolve complaints related to payments, online transactions, and AML-reviewed items.
• Handle AML Desk responsibilities by reviewing blocked payments and responding with timely resolutions.
• Ensure clean payments are released within required timelines and in full compliance with AML standards.
• Provide high-quality customer service while managing inquiries and complaints efficiently.
• Manage daily work volumes and ensure adherence to SLAs and KPIs.
• Review and respond to payment alerts flagged in AML systems as per global AML policies.
• Reduce operational pressure on processing staff by diverting and resolving inquiries directly.
• Escalate risks and sensitive issues promptly to minimise reputational and financial exposure.
• Suggest mitigation actions and implement controls to minimise operational risks.
• Maintain professional communication across all departments interacting with the unit.
• Support onboarding and training of new staff, providing guidance and job familiarisation.
• Complete designated tasks efficiently while maintaining service quality and compliance.
• Propose process improvements to enhance efficiency, accuracy, and customer satisfaction.
• Maintain records of handled cases and ensure MIS is updated and accurate.
• Ensure end-to-end adherence to SLAs, TATs, and quality standards.
• Maintain strong working relationships with branches and internal business units.

Ideal Profile

• University degree or diploma in a relevant field.
• Two years of banking experience, with at least one year in payments, AML review, investigations, or similar operational roles.
• Strong understanding of AML policies, payment flows, and operational risk considerations.
• Ability to analyse payment queries and resolve complaints in a structured and timely manner.
• Excellent written and verbal communication skills.
• Detail-oriented, organised, and capable of handling high workloads under pressure.
• Strong customer service mindset with problem-solving orientation.

Skills Set

• Payment investigations
• AML payment screening
• Complaints resolution
• Risk escalation
• SLA and TAT management
• Case documentation and MIS
• Cross-functional coordination
• Customer communication
• Process improvement

Why Join Us

• Be part of a critical unit ensuring safe, compliant, and high-quality payment operations at the UAE's largest bank.
• Enhance expertise in AML, payment investigations, and service quality improvement.
• Work in a structured yet dynamic environment with strong growth and learning opportunities.

About the Company
First Abu Dhabi Bank is one of the world's safest and most respected financial institutions, known for reliability, customer focus, and operational excellence. FAB empowers employees with strong development pathways while maintaining a culture of ethics, service, and continuous improvement.
Job Title Complaints and AML Desk Specialist - Payments Centre - First Abu Dhabi Bank - Abu Dhabi, UAE
Complaints and AML Desk Specialist - Payments Centre - First Abu Dhabi Bank - Abu Dhabi, UAE
Position Overview
This Complaints and AML Desk Specialist role supports the Payments Centre by handling customer complaints, payment-related queries, AML-related payment blocks, and resolution management. The position ensures timely and accurate responses to internal and external stakeholders while maintaining strict compliance with AML policies, service quality, and operational risk controls.
Job Details
Country: UAE
City: Abu Dhabi
Industry: Banking
Function: Customer Support-Client Care
Salary: 9000-12000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Key Responsibilities

• Support the Investigations and Follow-up Unit in managing queries and complaints from internal and external customers.
• Investigate, analyse, and resolve complaints related to payments, online transactions, and AML-reviewed items.
• Handle AML Desk responsibilities by reviewing blocked payments and responding with timely resolutions.
• Ensure clean payments are released within required timelines and in full compliance with AML standards.
• Provide high-quality customer service while managing inquiries and complaints efficiently.
• Manage daily work volumes and ensure adherence to SLAs and KPIs.
• Review and respond to payment alerts flagged in AML systems as per global AML policies.
• Reduce operational pressure on processing staff by diverting and resolving inquiries directly.
• Escalate risks and sensitive issues promptly to minimise reputational and financial exposure.
• Suggest mitigation actions and implement controls to minimise operational risks.
• Maintain professional communication across all departments interacting with the unit.
• Support onboarding and training of new staff, providing guidance and job familiarisation.
• Complete designated tasks efficiently while maintaining service quality and compliance.
• Propose process improvements to enhance efficiency, accuracy, and customer satisfaction.
• Maintain records of handled cases and ensure MIS is updated and accurate.
• Ensure end-to-end adherence to SLAs, TATs, and quality standards.
• Maintain strong working relationships with branches and internal business units.

Ideal Profile

• University degree or diploma in a relevant field.
• Two years of banking experience, with at least one year in payments, AML review, investigations, or similar operational roles.
• Strong understanding of AML policies, payment flows, and operational risk considerations.
• Ability to analyse payment queries and resolve complaints in a structured and timely manner.
• Excellent written and verbal communication skills.
• Detail-oriented, organised, and capable of handling high workloads under pressure.
• Strong customer service mindset with problem-solving orientation.

Skills Set

• Payment investigations
• AML payment screening
• Complaints resolution
• Risk escalation
• SLA and TAT management
• Case documentation and MIS
• Cross-functional coordination
• Customer communication
• Process improvement

Why Join Us

• Be part of a critical unit ensuring safe, compliant, and high-quality payment operations at the UAE's largest bank.
• Enhance expertise in AML, payment investigations, and service quality improvement.
• Work in a structured yet dynamic environment with strong growth and learning opportunities.

About the Company
First Abu Dhabi Bank is one of the world's safest and most respected financial institutions, known for reliability, customer focus, and operational excellence. FAB empowers employees with strong development pathways while maintaining a culture of ethics, service, and continuous improvement.
Post Details
Job Start Date
Salary from 9000.00
Salary to 12000.00
Number of Vacancies 1
Location -
Location City Abu Dhabi
Desired Candidate's Profile
Gender No Preference
Nationality
Candidate Current Location

Skills Required