Sr. Complaints Handler – LFI

• Investigate complex and sensitive customer complaints related to financial crime (LFI) with meticulous attention to detail, identifying root causes and systemic issues.
• Analyze evidence, transaction data, and internal records to determine the validity of complaints and ensure compliance with regulatory requirements.
• Develop and implement effective resolution strategies for escalated complaints, balancing customer satisfaction with business risk mitigation.
• Collaborate with internal departments such as Legal, Compliance, and Operations to gather information and facilitate complaint resolution.

Desired Candidate Profile

• Bachelor's degree in Law, Criminology, Finance, or a related field, demonstrating a strong academic foundation.
• Proven experience (5+ years) in handling financial crime-related complaints within the banking or financial services sector.
• Possession of relevant certifications such as CAMS, CFCS, or similar, signifying specialized knowledge in financial crime prevention.
• In-depth understanding of Anti-Money Laundering (AML), Counter-Terrorist Financing (CTF), fraud, and other financial crime regulations.