Senior Officer- Payment Investigation (Emiratized Role)

Responsibilities

• Handle complaints and queries from internal and external customers relating to payment centre and online channels.
• Investigate, probe and resolve payment complaints and queries, prepare and send responses as applicable.
• Operate the AML Desk: review and respond to blocked payments, ensure timely resolution in line with AML policies.
• Release clean payments within required timeframes, ensuring compliance with bank AML and payments policies.
• Record and report work volumes; maintain MIS and ensure SLAs and KPI targets are met.
• Divert routine inquiries from processing staff to improve departmental efficiency and accuracy.
• Escalate identified risks and sensitive issues promptly; propose mitigations to protect the bank's financial and reputational interests.
• Support onboarding and training of new team members; provide guidance during their training period.
• Liaise with branches and business units on exceptions and maintain strong internal relationships.

Requirements

• University degree
• Banking experience
• Minimum 2 years
• 1 year similar
• AML knowledge
• Payments processing
• Customer service
• SLA focus
• Risk awareness
• UAE national

Preferred Qualifications

• Experience with SWIFT and payment messaging
• Knowledge of KYC and sanctions screening processes
• Strong Excel and MIS skills
• Prior investigations or AML operations experience
• Excellent communication and stakeholder management skills
• Arabic language skills (advantage)

Benefits

• Competitive bank benefits package including health and medical coverage, annual leave and visa support.
• End-of-service gratuity and employee benefits in line with UAE labour regulations.

About the Company

First Abu Dhabi Bank (FAB) is the UAE's largest bank by assets, providing a full range of wholesale, retail and commercial banking services. FAB is committed to operational excellence, risk management and delivering high-quality customer service. This role is based at One FAB Tower, Abu Dhabi and is part of the Group Operations / GCOO division focused on payments investigations and AML compliance.