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About the Role
Join our KYC Refresh team and play a critical role in protecting our customers and the financial system from financial crime. This is a fast-paced contact centre environment where you'll spend much of your day engaging with customers through inbound and outbound phone conversations to collect, verify and update important customer information. As a Customer Lifecycle Analyst, you'll combine customer service excellence with compliance expertise, ensuring customer records remain accurate, complete and compliant with regulatory requirements. You'll conduct customer due diligence activities, resolve KYC refresh requirements, and help prevent financial crime through effective Know Your Customer (KYC) processes. You will thrive in this role if you enjoy speaking with customers, building rapport over the phone, solving problems, and working towards both customer and operational performance targets while maintaining high levels of accuracy and compliance.
Responsibilities
- Complete KYC Refresh activities for individual and business customers.
- Confirm customer information including identity details, addresses, occupations, tax residency, beneficial ownership and authority structures.
- Ensure customer information is accurate, current and meets regulatory requirements.
- Conduct customer due diligence activities in accordance with AML/CTF and KYC obligations.
- Review and assess supporting documentation to verify customer information.
- Engage with customers via phone through both inbound and outbound interactions, as well as approved communication channels.
- Collect, confirm and update customer information to satisfy KYC refresh requirements.
- Conduct identification and verification activities in line with policy and procedures.
- Clearly explain regulatory requirements and information requests to customers.
- Deliver positive customer experiences while balancing compliance obligations.
- Manage customer expectations regarding information requirements, resolution timeframes and next steps.
- Review supporting documentation and resolve discrepancies identified during refresh activities.
- Escalate complex, unusual or higher-risk matters to senior team members where required.
- Maintain high levels of accuracy and quality in all customer and case handling activities.
- Accurately record customer interactions, findings and decisions within relevant systems.
- Identify and escalate risks in accordance with policies and procedures.
- Contribute to continuous improvement initiatives that enhance customer outcomes and operational efficiency.
Requirements
- Experience in a contact centre, customer service, compliance, operations or financial services environment.
- Strong verbal and written communication skills.
- A passion for delivering outstanding customer experiences.
- Excellent attention to detail and a commitment to quality.
- The ability to analyse information and make sound decisions.
- Strong problem-solving and critical thinking skills.
- The ability to manage multiple priorities in a fast-paced environment.
- Resilience, adaptability and a willingness to learn.
- Experience working in a regulated or risk-based environment is advantageous but not essential.
Work Type
- contact centre environment
Benefits
- Opportunity to build a rewarding career in Financial Crime Operations.
- Develop expertise in AML/CTF, KYC and customer due diligence.
- Work alongside supportive leaders and experienced colleagues.
- Access ongoing learning and development opportunities.
- Contribute to meaningful work that helps keep our customers and communities safe.
About the Company
- At CommBank, we're committed to supporting your growth and development.
- You'll be part of a team that plays a vital role in helping protect our customers and the broader community from financial crime.