Address *** Please note that an Assessment Centre will be held for this role. The Assessment Centre will be at our Redfern Offices at a 'To be confirmed' date.
We have 3 different roles available in our CLM Operations Team, there are multiple vacancies:
The Customer Verification Services team are a frontline team, who liaise with customers via phone and email to ensure new to Group Business customers are on-boarded compliant to Group KYC policies The CLM Refresh team are a frontline team who liaise with customers via phone to ensure our existing to Group Business customers are compliant to Group KYC Policies The KYC Collect team are a frontline team, who handle customer calls relating to requests for information from our Enhanced Customer Due Diligence (ECDD) team
You will complete the Assessment Centre and also indicate to the manager which role are you are more interested in pursuing.
ABOUT US
Core to the functions of the Chief Operations Office is a focus on customer. We are the engine room of the Group and every single process that we execute has a significant impact on the customer experience.
CommBank is recognised as leading the industry in IT and operations with its world-class platforms and processes, agile IT infrastructure, and innovation in everything from payments to internet banking and mobile apps.
The Customer Lifecycle Management (CLM) team sits within the Regulatory and Control Operations (RACO) team. RACO is accountable for the development, implementation and ongoing leadership of the Groups financial crime shared services. RACO leads the Groups approach to managing AML/CTF, and Sanctions risks and obligations through the provisioning of the following services.
AML/CTF Operations
Sanctions Operations
Business Enablement
Transformation
Correspondent Banking Due Diligence
Government Agency Requests
Know Your Customer (KYC)
KYC Refresh
Customer Verification Services
RACO is a team of ~2000 dedicated individuals, and we partner closely with Line 2 Financial Crime Compliance (FCC) and Line 1 Risk teams across the Group. Our external stakeholders are AUSTRAC and Law Enforcement.
The role of CLM Operations analyst will require you to provide a high standard of quality and output of services to support the Group managing its financial crime obligations with respect to the Groups Part A and Part B AML/CTF Programme. In this role you will support the Group by driving daily business outcomes in a highly regulated and fast paced environment, this will include:-
Delivering a high standard of output and quality of alerts
Delivering exceptional customer experience via phone call
Understand your Key Performance Indicators and business service level agreements
Understand your internal and external customer(s)
Contribute to continuous improvement initiatives
Live the Groups Values
Speak Up and make a difference
This role requires engagement with internal team members and managers within the bank.
You will report directly to a manager within CLM Operations.
On any given day you will
You will act in a discrete and confidential manner
Build effective relationships with all your peers, including all Managers and Points of Reference
Provide exceptional customer service via inbound phone calls
Champion a Continuous Improvement culture within the team, and consistently look for new opportunities to further raise ideas and follow through
Contribute consistently to the team's performance/targets as well as team culture
Ensure the SLA's/Targets are met -on a daily basis.
Adhere to schedule per internal systems (Aspect)
Operate within delegated authorities and follow all Standard Operating Procedures
Adhere to your 1.1 monthly coaching and welcome opportunities for development
Have an active development plan in place
Participate in daily stand ups, VMBs and CI's at all times
Understand and carry out tasks using techniques documented in the Standard Operations Procedures (SOPs)
Provide the required assessment and investigation of events in accordance with agreed Service level Agreements (SLAs) as per Customer Value Proposition (CVP)
Prompt escalation of issues / risks identified within specified SLAs
Pro-actively identify and drive Continuous Improvement (CI) by using productivity tools for process simplification or increased efficiency
Demonstrate a clear understanding of end-to-end business processes that is relevant to own area of expertise
Maintain an up-to-date focus on financial crime, security related trends and emerging issues, and share knowledge obtained
Pro-actively drive your Development Plan to include Education, Exposure and Experience
Accept and provide coaching/training to peers as appropriate
Contribute to a high standard of service to all internal/external clients through building effective working relationships with relevant parties
Undertake additional tasks as directed by your Manager and work towards cross skilling
We're interested in hearing from people who have
Experience in an operational high driven volume environment
Strong attention to detail including making sound judgement decisions based on the businesses Standard Operating Procedures
Demonstrated ability to deliver
Demonstrated experience in the delivery of excellence in customer service including personal, written and verbal skills
Demonstrated ability to plan and prioritise tasks
Ability to adapt to change, and display flexibility and aptitude for multi-skilling
Sound understanding of financial crime risks
Preferred by not essential:
Completion of higher education (year 12) or the agreed TAFE equivalent
Financial Services Industry experience
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.
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Advertising End Date: 07/03/2024
