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.
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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.
