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.
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Advertising End Date: 14/05/2026
