Payments Investigation Specialist - SLA-Driven Case Resolution

- 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 co-ordination 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