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.

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 .