Complaints and AML Desk Specialist
First Abu Dhabi Bank
Employer Active
Posted 4 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
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.
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.
Desired Candidate Profile
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.
Company Industry
- Banking
- Financial Services
- Broking
Department / Functional Area
- Administration
Keywords
- Complaints And AML Desk Specialist
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First Abu Dhabi Bank
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.