Complaints and AML Desk Specialist

First Abu Dhabi Bank

Position Overview

This Complaints and AML Desk Specialist role supports the Payments Centre by handling customer complaints, payment-related queries, AML-related payment blocks, and resolution management. The position ensures timely and accurate responses to internal and external stakeholders while maintaining strict compliance with AML policies, service quality, and operational risk controls.

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