Processing of investigation query messages such as return of funds, unable to apply, amendment, BCNR, recall of funds, OFAC, FATF.
Working knowledge of payment processing both outward and inward.
Ensuring response to all queries as per SLA, prioritization of sensitive messages, maintaining close coordination with other banks, operations team, business line and customer service desk to facilitate case closure.
Analyzing recurrent queries and working with Associate manager to suggest process improvements to reduce repetitive queries.
Manage investigation based on the agreed matrices with business.