Risk Control Analyst

The Risk Control Analyst role involves conducting checks and making/receiving calls to customers regarding high-risk changes or transactions carried out on their account(s). This position acts as the ‘gatekeeper’ for any high-risk changes to take effect; additionally, the analyst serves as the first line of defense, investigation, and fraud prevention.

Key Accountabilities
Operational responsibilities:

• Conduct 2nd Level verification for all static data change requests from the contact center and other channels.
• Perform 2nd Level verification for MIFT (fund transfers via fax/email), high-value Cheques, and Indemnity Requests.
• Report on Social Engineering Incidents in Triage Module.
• Conduct hourly checks of critical service activations/changes.
• Ensure timely reporting and verification of data changes performed by customers.
• Identify and highlight any potentially fraudulent activities that could lead to financial or non-financial losses.
• Take necessary steps to block customer accounts when potential risks are identified.

Quality of work:

• Collaborate closely with Contact Center Operations and Operational Risk to identify potential financial/non-financial risks.
• Ensure the accuracy of data/MIS that is circulated.
• Ensure proper handover of activities during shift changes.
• Process indemnity requests promptly to meet SLA and TAT requirements.

Continuous improvement:

• Work with the Line Manager and Operational Risk to identify gaps that could potentially lead to fraudulent activities.

Compliance with Policies & Procedures:

• Adhere to and perform key operational controls as required by ADIB’s policies and procedures.
• Maintain strict adherence to processes and ensure proper signoff on documentation.
• Perform any other ad-hoc projects/tasks assigned by Contact Center Management.

Desired Outcomes:

• Reduction/Elimination of Errors: Minimize or eliminate errors in operations.
• Reduced Risk Rating: Achieve a lower risk rating by performing compensating checks to address any gaps.
• Timely Processing of Indemnity Requests: Ensure indemnity requests are processed promptly.
• Reduced Fraud Losses: Decrease fraud losses by preventing errors in critical static data changes.

Requirements:

• At least 2 years of experience in a call center.
• Strong attention to detail.
• Knowledge of Anti-Money Laundering (AML) is a plus.
• Experience in Risk Management is beneficial.
• Highly analytical skills.
• Previous experience in the Banking industry and experience in risk, fraud controls, and compliance are an added advantage.

This position is for UAE Nationals only.