Contact Centre KYC Specialist

We have multiple opportunities for passionate people to help our customers “Do their thing” based right here on the Central Coast!

Our Contact Centre ‘Know Your Customer’ (KYC) Specialists are the first point of contact with customers across all of ING products in regard to KYC (Know Your Customer) activity – this means ensuring our customers are being compliant with regulations whilst keeping ING safe and minimising risk.

Working as part of the wider Contact Centre team, every aspect of this role relates to customer experience, through a combination of inbound and outbound calls along with written channels. You’ll be helping new and existing customers to understand the “why” as much as what they need to do next using your analytical and problem solving skills.

Here’s what our KYC team have to say about us…

“Learning different systems and verification methods that ING and other banking institutions utilise to help identify and verify clients is interesting. It has broadened my awareness of how we protect our clients and their funds.”

“I enjoy shaping new processes through using my knowledge of the way the Contact Centre interacts with customers, and how to obtain information that meets KYC needs.”

“The support of peers and leaders gave me the courage to ask questions, and expand my communication and problem solving skills.”

“ING focuses on career development and makes an effort to engage with their staff and customers.” 

If you’re as excited as we are, then keep reading!

These roles will be available for an 18th of March start date and you’ll be joining a fun and fast paced environment where there is opportunity to grow within your role. Our Contact Centre is considered a great talent pool for our wider business, and an excellent start for those looking to expand their career with ING and take on a new challenge.

These positions are Full Time and require you to work on an 8 hour shift scheduled between 8am to 8pm Monday to Friday – no weekend work! 

We also provide 5 weeks of paid training during the onboarding period to help you kick-start your career with us!

What you’ll do

• Be the first point of contact for interaction between the Contact Centre and KYC team. 
• Provide accurate and up to date information to new and existing clients and recording data in relevant systems.  
• Case manage individual client cases, including complex and irate customer complaint management and objection handling. 
• Conduct inbound, outbound and written communication to clients, as well as review documentation to enhance clients’ KYC files.
• Adhere to product, risk and regulatory requirements
• Strong experience in a high volume, fast paced customer service environment. Previous exposure to banking, KYC/AML or similar will be highly regarded. 

What we’re looking for

• Demonstrated experience resolving customer complaints and handling customer escalations. 
• Excellent communication skills and the ability to offer a positive experience to every customer.
• Flexibility to work to a rotating roster in a structured environment.
• Resilience through proven experience handling complex customer cases
• The ability to adapt to change, and work autonomously and independently as well as the desire to be part of a supportive team.

What’s in it for you?

• Annual rest day – an extra day of leave!
• Encouraged work/life balance, with a flexible combination of 50% work from home and 50% work in office after training.
• Open and dynamic team and environment.
• Employee Wellbeing Program so that you can be your “Best You.”
• Regular coaching and mentoring sessions with your Team Leader.
• Free onsite parking and great facilities nearby.
• Discounted ING Home Loans and Health Insurance. 

Applications will close on Friday, the 16th of February– don’t miss out and apply today!

Discover what our people have to say about working at ING:

https://www.ing.jobs/australia/why-ing/hear-from-our-people.html

About Us

At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too. 
 
When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer. 
 
We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered. 
 
We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.  
 
Sound like the kind of place you’d feel at home? We’d love to hear from you. 
 
(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.) 

This role is NSW based. ING’s approach to flexible working (FlexING) means you can work 50/50 in office (Wyong) and from home.

ING is Australia's most recommended bank according to RFi XPRT Survey, February 2021 - July 2021 (n = 31,903) when compared to customers of 20 other banks operating in Australia.