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About the Role

The Customer Engagement Manager reports directly to the Director of Premium Guests and will manage all customer outreach requests and provide customer service support to the Stars front line teams for risk requests and patron queries during peak operational periods. This is a fantastic opportunity where you will drive customer centric capabilities along with building memorable connections with our guests, regulatory authorities, internal stakeholders and teams.

Responsibilities

Assist the review team in conducting KYC, Source of Wealth (SOW), and customer due diligence assessments to support regulatory and compliance requirements.
Manage customer outreach and engagement activities to support AML, KYC, Source of Wealth (SOW), Source of Funds (SOF), and broader Financial Crime Risk Operations requirements.
Engage with customers, including premium and VIP guests, to obtain, validate, and assess information while delivering a high-quality customer experience.
Maintain accurate customer profiles and records in accordance with regulatory, compliance, and risk management standards.
Build and maintain positive relationships with customers and internal stakeholders, providing timely support for risk-related enquiries and operational requests.
Communicate complex compliance and regulatory requirements in a clear, professional, and customer-focused manner.
Collaborate with cross-functional teams, governance forums, and AML working groups to ensure alignment with risk and compliance objectives.
Analyse customer data, prepare reporting, and provide insights to support risk management, governance, and decision-making processes.
Drive continuous improvement by identifying opportunities to enhance processes, increase operational efficiency, reduce risk, and improve the customer experience.

Requirements

Demonstrated experience interpreting and analysing financial documents, including income verification, banking records, and wealth-related documentation.
Strong understanding of KYC, customer due diligence, and financial crime compliance principles.
Proven customer relationship management experience, with the ability to engage effectively with a diverse range of customers and stakeholders.
Excellent analytical, critical thinking, and investigative skills, with the ability to assess information, identify risks, and make sound decisions independently.
Outstanding verbal and written communication skills, with the ability to explain complex regulatory requirements in a clear, professional, and customer-focused manner.
Proficiency in Microsoft Office applications and experience using data management, reporting, and case management systems in an operational environment.
Customer relationship management experience within a banking, financial services, lending, or regulated environment.
Previous lending, credit assessment, or financial analysis experience.
Experience onboarding retail customers and conducting KYC, customer due diligence, and identity verification processes.
Familiarity with AML/CTF obligations, Source of Wealth (SOW), and Source of Funds (SOF) requirements.

Skills

KYC
Source of Wealth (SOW)
Customer Due Diligence
Financial Crime Compliance
Customer Relationship Management
Analytical Skills
Critical Thinking
Investigative Skills
Verbal Communication
Written Communication
Microsoft Office
Data Management
Reporting
Case Management Systems
AML/CTF
Source of Funds (SOF)

Location

Pyrmont
Darling Harbour

Work Type

Full-time

Experience Level

Not specified

Education Level

Not specified

Salary/Compensations

Competitive Hourly rate, plus penalty rates for weekends and public holidays

Benefits

Complimentary meal on site every day including hot meals, sandwich bar and more
Uniform laundered and ready for you daily on property
Discounted parking + other transport options
Up to 30% discounts across award winning restaurants and accommodation
Career development, training, and courses via The Star Academy – limitless career opportunities
Diversity & Inclusion areas of focus including Multicultural, Gender, Aboriginal & Torres Strait islander and LGBTQI+
Flexible working options

About the Company

For three decades, The Star Sydney has been a local landmark, deeply ingrained in Pyrmont and Darling Harbour.
Committed to our communities, we strive to create fun in trusted destinations as Australia's premier entertainment hub.
The Darling, and state-of-the-art venues including The Star Event Centre and The Lyric Theatre have hosted prestigious events and international acts.
With extraordinary dining options, including Sokyo, BLACK Bar and Grill, Cucina Porto and our vibrant Sports Bar where the action is live and loud, we are dedicated to delivering the ultimate entertainment, hospitality, and dining experiences for all.
At The Star, we are committed to creating a diverse, equitable and inclusive workplace that we know will contribute to exceptional experiences for our guests, a great place to work for our team members and positive outcomes for our communities.
We believe in authenticity that embodies our Company values = Build Memorable Connections, Own It, Lead with Integrity, and Take Good Care.
The Star was awarded WGEA Employer of Citation for Gender Equality (2022-24) and has been recognised as a 2024 GOLD Employer by the Australian Workplace Equality Index (AWEI), which evaluates LGBTQI+ inclusiveness in the workplace.

Equal Opportunity

We welcome applications from all cultures, ages, religions, genders, LGBTQI+ people, Australia’s First Nations Peoples, and people with disabilities.
We recognise the distinctive challenges that trans and gender-diverse applicants may encounter during the recruitment process.