Job Purpose
- Process requests received from UAE police and legal authorities, including account-blocking and amount-blocking requests.
- Investigate fraud-related enquiries involving debit cards, credit cards, prepaid cards, account transactions, Payit Wallet transactions, and CCTV footage requests.
- Coordinate with internal departments and stakeholders to obtain the required information and complete investigations.
Key Accountabilities
Policies, Systems, Processes and Procedures
- Follow all relevant departmental policies, processes, standard operating procedures, and instructions.
- Ensure work is performed in a controlled and consistent manner.
- Demonstrate compliance with the bank’s values, ethics, and governance standards.
Continuous Improvement
- Identify opportunities to improve systems, processes, and operational practices.
- Contribute to productivity improvements, efficiency initiatives, and cost optimization measures.
Reporting
- Assist in preparing timely and accurate reports and management information in line with departmental requirements and quality standards.
Service Delivery
- Handle all requests promptly and efficiently while ensuring compliance with service-level agreements.
- Escalate service-delivery issues where required.
- Ensure compliance with bank policies, procedures, legal requirements, and regulatory standards.
- Provide operational support to internal stakeholders and external authorities.
- Monitor and improve transaction turnaround times and service quality.
- Identify and implement process improvements and best practices.
- Support automation and straight-through-processing initiatives.
- Coordinate with Information Technology and vendors to support project implementation.
- Resolve operational issues and stakeholder queries.
- Act as a joint custodian for bank documents.
