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. • 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.