Job description
Processing of investigation query messages such as return of funds,Unable to apply,Amendment,BCNR,Recall,OFAC,FATF.Ensuring response to all queries as per SLA ,priortisation of sensitive messages,maintaining close co-ordination with other banks,operations team,business line and customer service desk to facilitate case closure.Analysing recurrent queries and working with Operations manager to suggest process improvements to reduce repetitive queries.Manage investigation based on the agreed Matrics with business
The leading financial institution in MENA
While more than half a century old, we proudly think like a challenger, startup, and innovator in banking and finance, powered by a diverse and dynamic team who put customers first. Together, we pioneer key innovations and developments in banking and financial services. Our mandate? To help customers find their way to Rise Every Day, partnering with them through the highs and lows to help them reach their goals and unlock their unique vision of success. Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value. We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.Responsibilities:
- Create service oriented dash boards for queries handled by the team and suggest workable solutions to bring down /reduce manual handling of these query messages.
- Develop a mechanism to fast track identification of queries originated on account of processing errors ,highlight the same to Department head and work closely with operations team and client services to resolve the issue and minimize loss and customer impact.
- Ensure errors/knowledge gaps resulting in queries are shared with line managers & Division Heads to curb service issues
- Ensure E2E processes are improved through automation/digitalization initiatives.
- Ensure inter-group and intra-group SLAs are reviewed periodically and improved in line with automated solutions
Qualifications:
- Graduate with at least 7-8 years of diversified experience in banking operations covering a wide range of banking products and services.
- Good working knowledge of banking processes and systems.
- Strong analytical, communication & presentation skills.
- Awareness of Compliance/AML/Regulatory Requirements.
- Conversant with the in-house various operating systems.
- Good computer skills and process understanding
- Effective decision making & conflict handling.
This job post has been translated by AI and may contain minor differences or errors.
