Customer Lifecycle Analyst

Financial Crime Operations (FCO) is a team of 2000 Operations Professionals, part of the Financial Crime Services (FCS) team in Chief Operations Office (COO). The team is accountable for the development, implementation, and ongoing leadership of the Group's financial crime operations shared service. Financial Crime Operations leads the Group's approach to managing Anti-Money Laundering and Counter Terrorism Financing (AML/CTF) and Sanctions risks and obligations through the provision of the following operational services Law Enforcement Agency Requests (LEA) AML, CTF, KYC, Sanctions, ECDD etc.

You will be part of the Financial Crime Operations team with focus on ensuring strong operational cadences with a strong quality and compliance focus on outcomes with efficiency in the way that we disrupt financial crime.

Financial Crime Operations footprint spans Australia, India and New Zealand.

DO WORK THAT MATTERS

As a Financial Crime Customer Lifecycle Analyst, you will contribute to the Group's AML/CTF obligations with respect to the Group's Part A and Part B Programme and FATCA/CRS requirements. You will provide superior levels of internal and external customer service while focusing on the Group's goal of NPS+30 in 3 years and will play an important role in protecting our community. Your approach to prudential risk management when identifying and responding to business risks, as well as identifying opportunities to improve processes within your team/work stream, will be vital in the Group's relentless pursuit of the elimination of financial crime.

RESPONSIBILITIES

Maintain an up-to-date understanding of the anti-money laundering, counter terrorism financing and sanctions legal and regulatory obligations of the group as they apply to your role. Actively contribute to the group's goal of NPS+30 in 3 years by prioritising our customers and their lived experience above all else. Undertake all activities in line with the group's values and prescribed methodologies, strategies, and policies. Demonstrate awareness of role-specific tasks by actioning all tasks in accordance with standard operating procedures (SOPs) and service level agreements (SLAs). Stay abreast of financial crime and security related trends and emerging issues, proactively identifying, understanding, and acting on and/or escalating current and future risks to the group. Contribute to a culture of continuous improvement by identifying opportunities to increase efficiency and effectiveness of processes. Accurately record customer interactions, findings, and decisions within the appropriate group systems in a concise and timely manner. Other tasks relating to the management of financial crime processes as directed by your manager.

You will report directly to a Financial Crime Operations Manager . This position has 0 direct reports.

On any given day you will

• Deliver excellence in customer service and perform all tasks in accordance with the Group's policies and standards and regulatory expectations

• Exceed our customer's expectations when capturing new and additional KYC, Source of Wealth / Source of Funds and other customer information

• Support multiple brands across various jurisdictions through the collection of information from front line staff and customers relating to complex entities and individuals throughout your work, operating within an inbound contact center

• Document comprehensive evidence to support the collection of information

• Manage customer expectations on resolution process, timeframes, escalations and complaints

• Maintain confidentiality of customer information and circumstances, abiding by internal policies and processes and relevant privacy legislation

• Ensure you complete assigned tasks accurately and to the best of your ability

• Contribute to your team's culture, performance and operational targets every day

• Identify and escalate potential and realised risks to the Group in all tasks performed, following appropriate pathways

• Contribute to the continual improvement of internal processes and customer care by providing suggestions and innovative ideas

• Undertake any other tasks assigned by your manager that you have the capability to perform safely

We're interested in hearing from people who have

• Experience in a fast-paced, high volume operational environment preferred
• Drive and a willingness to learn multiple streams across FCO
• Completion of tertiary education preferred

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: 28/02/2026