*** Please note that an Assessment Centre will be held for this role. The Assessment Centre will be at our Redfern Offices at a ‘To be confirmed’ date.

We have 3 different roles available in our CLM Operations Team, there are multiple vacancies:

The Customer Verification Services team are a frontline team, who liaise with customers via phone and email to ensure new to Group Business customers are on-boarded compliant to Group KYC policies The CLM Refresh team are a frontline team who liaise with customers via phone to ensure our existing to Group Business customers are compliant to Group KYC Policies The KYC Collect team are a frontline team, who handle customer calls relating to requests for information from our Enhanced Customer Due Diligence (ECDD) team

You will complete the Assessment Centre and also indicate to the manager which role are you are more interested in pursuing.

ABOUT US

Core to the functions of the Chief Operations Office is a focus on customer. We are the engine room of the Group and every single process that we execute has a significant impact on the customer experience.

CommBank is recognised as leading the industry in IT and operations with its world-class platforms and processes, agile IT infrastructure, and innovation in everything from payments to internet banking and mobile apps.

The Customer Lifecycle Management (CLM) team sits within the Regulatory and Control Operations (RACO) team. RACO is accountable for the development, implementation and ongoing leadership of the Groups financial crime shared services. RACO leads the Groups approach to managing AML/CTF, and Sanctions risks and obligations through the provisioning of the following services.

• AML/CTF Operations

• Sanctions Operations

• Business Enablement

• Transformation

• Correspondent Banking Due Diligence

• Government Agency Requests

• Know Your Customer (KYC)

• KYC Refresh

• Customer Verification Services

RACO is a team of ~2000 dedicated individuals, and we partner closely with Line 2 Financial Crime Compliance (FCC) and Line 1 Risk teams across the Group. Our external stakeholders are AUSTRAC and Law Enforcement.

The role of CLM Operations analyst will require you to provide a high standard of quality and output of services to support the Group managing its financial crime obligations with respect to the Groups Part A and Part B AML/CTF Programme. In this role you will support the Group by driving daily business outcomes in a highly regulated and fast paced environment, this will include:-

• Delivering a high standard of output and quality of alerts
• Delivering exceptional customer experience via phone call
• Understand your Key Performance Indicators and business service level agreements
• Understand your internal and external customer(s)
• Contribute to continuous improvement initiatives
• Live the Groups Values
• Speak Up and make a difference

This role requires engagement with internal team members and managers within the bank.

You will report directly to a manager within CLM Operations.

On any given day you will

• You will act in a discrete and confidential manner
• Build effective relationships with all your peers, including all Managers and Points of Reference
• Provide exceptional customer service via inbound phone calls
• Champion a Continuous Improvement culture within the team, and consistently look for new opportunities to further raise ideas and follow through
• Contribute consistently to the team’s performance/targets as well as team culture
• Ensure the SLA’s/Targets are met –on a daily basis.
• Adhere to schedule per internal systems (Aspect)
• Operate within delegated authorities and follow all Standard Operating Procedures
• Adhere to your 1.1 monthly coaching and welcome opportunities for development
• Have an active development plan in place
• Participate in daily stand ups, VMBs and CI’s at all times
• Understand and carry out tasks using techniques documented in the Standard Operations Procedures (SOPs)
• Provide the required assessment and investigation of events in accordance with agreed Service level Agreements (SLAs) as per Customer Value Proposition (CVP)
• Prompt escalation of issues / risks identified within specified SLAs
• Pro-actively identify and drive Continuous Improvement (CI) by using productivity tools for process simplification or increased efficiency
• Demonstrate a clear understanding of end-to-end business processes that is relevant to own area of expertise
• Maintain an up-to-date focus on financial crime, security related trends and emerging issues, and share knowledge obtained
• Pro-actively drive your Development Plan to include Education, Exposure and Experience
• Accept and provide coaching/training to peers as appropriate
• Contribute to a high standard of service to all internal/external clients through building effective working relationships with relevant parties
• Undertake additional tasks as directed by your Manager and work towards cross skilling

We’re interested in hearing from people who have

• Experience in an operational high driven volume environment
• Strong attention to detail including making sound judgement decisions based on the businesses Standard Operating Procedures
• Demonstrated ability to deliver
• Demonstrated experience in the delivery of excellence in customer service including personal, written and verbal skills
• Demonstrated ability to plan and prioritise tasks
• Ability to adapt to change, and display flexibility and aptitude for multi-skilling
• Sound understanding of financial crime risks

Preferred by not essential:

• Completion of higher education (year 12) or the agreed TAFE equivalent

• Financial Services Industry experience