Description
Role: Operations Officer - Payments Investigations
Location: Abu Dhabi
Role Purpose:
Payment Investigation Officer is responsible for ensuring the accurate timely and secure processing of financial transactions by identifying resolving and preventing payment-related issues. The role safeguards both the bank and its customers from financial loss operational risks and regulatory breaches.
Acting as a contact point between payment department and correspondent banks/internal Business Units (BU) to clarify all issues related to payments.
Key Accountabilities of the role
1. Payment Investigation & Resolution
Investigate failed delayed rejected duplicated or misrouted payments across all channels (SWIFT RTGS ACH internal transfers etc.).
Perform endtoend tracing of transactions using internal systems and correspondent banking networks.
Resolve payment discrepancies by identifying root causes and implementing corrective actions.
2. Customer & Stakeholder Communication
Provide timely and accurate updates to Branches & relationship managers and internal business units regarding investigation progress.
Liaise with correspondent banks and external partners through SWIFT messages and formal communication.
3. Operational Risk & Compliance Adherence
Ensure every investigation complies with AML sanctions screening fraud monitoring and regulatory requirements.
Escalate suspicious or highrisk transactions to Compliance AML or Fraud teams as needed.
Maintain solid controls to mitigate operational financial and reputational risks.
4. Exception Handling & Case Management
Work through payment exception queues and ensure timely handling of pending items.
Carry out recalls amendments returns chargebacks and indemnities according to bank policy.
Maintain accurate auditready documentation for all cases handled.
5. Reconciliation & Transaction Validation
Reconcile payment breakages unmatched entries and pending items from related system reports.
Validate incoming and outgoing payment information to prevent errors and rework.
Coordinate with reconciliation teams to close outstanding items.
6. Process Improvement & Issue Prevention
Identify recurring errors system issues or process gaps and recommend enhancements.
Support automation STP (straightthrough processing) and operational excellence initiatives.
Contribute to reducing turnaround times and improving investigation quality.
7. Reporting & Metrics
Prepare daily/weekly/monthly reports on investigations bottlenecks and trends.
Highlight operational risks root causes and performance KPIs to management.
Track turnaround time (TAT) investigation accuracy and customer experience metrics.
8. Collaboration & Knowledge Sharing
Partner with Operations IT Treasury Compliance and other teams to ensure smooth payment processing.
Support training of new team members and share best practices.
Act as a subject matter expert (SME) during audits reviews or system upgrades.
Undertake any additional assignments / projects entrusted by the line management and complete them as per requirement.
Specialist Skills / Technical Knowledge Required for this role:
Leadership
Teamwork
Customer Management
Business Development
Financial Management
Commercial & Innovative Problem Solving
Required Experience:
Unclear Seniority
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