Financial Crime Operations Analyst

Do work that matters

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.

Responsibilities

• 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 .

On any given day you will

• 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

We're interested in hearing from people who have

• 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)

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.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.

Advertising End Date: 29/05/2026