Company Description

Now it\'s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We\'re looking for the brightest and best to help us reach our goals and we\'ll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry



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

First Abu Dhabi Bank