Officer FT Dispute, Complaint and Investigation

Tawteen

KEY RESPONSIBILITIES:

Responsibilities

Dispute Resolution & Case Handling

• Investigate, analyze, and resolve customer disputes related to funds transfers (ACH, RTGS, Easy Transfer).
• Ensure all cases are managed in line with internal policies, regulatory requirements, and industry best practices.

Complaint Management

• Handle customer complaints promptly and professionally.
• Ensure accurate logging, escalation when required, and resolution within agreed SLAs.

Investigation & Root Cause Analysis

• Conduct detailed investigations of disputed or failed transactions.
• Identify root causes and recommend corrective/preventive measures to minimize recurrence.

Reporting & Stakeholder Coordination

• Prepare periodic reports on disputes and complaints, highlighting trends, issues, and risks.
• Coordinate with internal departments (Operations, IT, Compliance, etc.) and external stakeholders (banks, regulators, service providers) to ensure effective resolution.
• Support process improvement initiatives to strengthen internal controls.