First Abu Dhabi Bank
Senior Officer – Payment Investigation
- Permanent
- Abu Dhabi, United Arab Emirates
- Experience 2 - 5 yrs
Job overview
Date posted
26/11/2025
Location
Abu Dhabi, United Arab Emirates
Salary
AED 15,000 - 20,000 per month
Compensation
Salary only
Experience
2 - 5 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
10/01/2026
Job description
This role supports the Investigations and Follow-up Unit within the payment centre, handling end-to-end complaints, queries, and AML-related payment investigations from internal and external customers. Responsibilities include reviewing blocked payments in the AML module, ensuring compliant release of clean payments within required timeframes, conducting root-cause investigations, preparing findings and responses, maintaining MIS, adhering to SLAs and KPIs, diverting operational inquiries to improve departmental efficiency, and escalating risks or sensitive issues to safeguard the bank from financial and reputational exposure. The role requires strict compliance with AML policies followed by banks worldwide, maintaining detailed case records, communicating professionally with colleagues and branches/business units, assisting with onboarding and training of new staff, and contributing process-improvement suggestions to enhance service quality, risk control, and operational efficiency.
Required skills
Key responsibilities
- Support the Investigations and Follow-up Unit with handling internal and external payment-related queries and complaints
- Investigate, probe, resolve, and prepare responses for all complaints and queries received
- Review and respond to all payments blocked in the AML module according to AML policy
- Ensure release of clean payments within required timeframes and in compliance with AML policies
- Provide AML Desk service excellence through active review and resolution of blocked payments
- Update work volumes and report in accordance with SLAs and KPIs
- Complete all daily tasks in alignment with agreed SLAs and KPIs
- Divert inquiries and complaints from processing staff to preserve operational efficiency and service quality
- Escalate any identified risk and recommend mitigating actions
- Escalate sensitive issues to appropriate authorities within required timelines
- Maintain professionalism and effective communication within the unit and across departments
- Assist in onboarding and training new staff, providing guidance and support
- Complete assigned tasks efficiently without compromising risk or service levels
- Propose improvements to enhance quality and efficiency of handled tasks
- Maintain records of all cases handled at the Investigation Centre and ensure MIS accuracy
- Ensure adherence to SLAs and TATs, and communicate exceptions with branches or business units
- Maintain effective relationships with all internal customer groups
Experience & skills
- University Degree or Diploma
- Minimum 2 years of relevant experience in the banking sector
- At least 1 year in similar operational or investigative roles with increasing responsibility
- Experience handling payment operations, complaints, queries, and AML-related reviews
- Ability to comply with AML policies, global banking standards, SLAs, and KPIs
- Strong communication and professionalism when interacting with colleagues and departments
- Ability to maintain detailed records, MIS, and case documentation
- Capability to identify and escalate risks within required timeframes
- Experience assisting in onboarding or training of new staff
