As a Financial Crime Customer Lifecycle Analyst , you will contribute to the Group’s AML/CTF obligations across the Group’s Part A and Part B Program and FATCA/CRS requirements.
This is a high‑volume contact centre role , where you will provide consistent, high‑quality service while managing customer interactions, information requests and regulatory requirements in a fast‑paced operational environment.
You will play an important role in protecting our community, delivering superior internal and external customer service, and supporting the Group’s goal of NPS+30. Your approach to prudential risk management and continuous improvement will be critical to the Group’s relentless pursuit of the elimination of financial crime.
Maintain an up‑to‑date understanding of AML, CTF and Sanctions legal and regulatory obligations as they apply to your role
Operate effectively in a high‑volume contact centre , managing inbound interactions in line with service level agreements (SLAs)
Actively contribute to the Group’s NPS+30 goal by prioritising customers and their lived experience
Complete tasks in accordance with standard operating procedures (SOPs), policies and prescribed methodologies
Stay informed on financial crime and security‑related trends and emerging risks, escalating issues as required
Accurately record customer interactions, findings and decisions in Group systems in a timely and concise manner
Contribute to continuous improvement by identifying opportunities to improve efficiency, effectiveness and customer outcomes
Perform additional financial crime‑related tasks as directed by your manager
You will report directly to a Financial Crime Operations Manager . This role has no direct reports .
Deliver high‑quality customer service in a fast‑paced, high‑volume inbound contact centre environment
Capture and validate KYC, Source of Wealth / Source of Funds and other customer information accurately
Support multiple brands across jurisdictions by engaging with frontline staff and customers
Document comprehensive evidence to support regulatory and compliance requirements
Manage customer expectations around resolution processes, timeframes, escalations and complaints
Maintain confidentiality of customer information in line with privacy legislation and internal policies
Contribute to team performance, quality and operational targets
Identify and escalate realised or potential risks following appropriate pathways
Support continuous improvement by sharing ideas and feedback
Experience in a fast‑paced, high‑volume contact centre or operational environment (preferred)
Strong customer focus with the ability to manage complex conversations professionally
Drive and willingness to learn across multiple Financial Crime Operations streams
Completion of tertiary education (preferred)
