Senior Associate, Payment Operations – Investigation
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Job Description
Senior Associate handling payment investigations, returns, recalls, and compliance-related queries for Mashreq Bank's Pakistan operations. Coordinating case resolution and improving processes remotely.
Responsibilities:
- Process investigation query messages, including return of funds, unable to apply, amendment, BCNR, recall of funds, OFAC, and FATF cases.
- Process outward and inward payments.
- Respond to all queries according to SLA requirements and prioritize sensitive messages.
- Coordinate with other banks, operations teams, business lines, and customer service desks to facilitate case closure.
- Analyze recurrent queries and work with the Associate Manager to suggest process improvements that reduce repetitive queries.
- Manage investigations based on agreed matrices with the business.
Requirements:
- Working knowledge of payment processing both outward and inward.
- Ability to process investigation query messages such as return of funds, unable to apply, amendment, BCNR, recall of funds, OFAC, and FATF.
- Ability to respond to all queries according to SLA requirements.
- Ability to prioritize sensitive messages.
- Ability to coordinate closely with other banks, operations teams, business lines, and customer service desks.
- Ability to analyze recurrent queries and suggest process improvements.
- Ability to manage investigations based on agreed matrices with the business.
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