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.
- Law Enforcement Agency Requests (LEA) - this team handles notices from law enforcement agencies seeking customer information to aid in their investigations. Timely and thorough responses to such notices with all pertinent information are essential within the compliance period.
- Customer Offboarding - this team supports stakeholders in exiting customers from the group for reasons including financial crime, fraud, and aggressive behaviour. This team builds and maintains relationships with various stakeholders and engages with other Business Units within the wider Group.
- Know Your Customer (KYC) Collect - this team are a frontline team, who handle customer calls relating to requests for information from our Enhanced Customer Due Diligence (ECDD) team. Please note that this team requires some staff to work until 8pm.
- KYC Refresh - this 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
- Sanctions & Customer Screening - this team processes & handles the review and resolution of Payment and Screening alerts relating to Sanctions, Counter Terrorism Financing & Politically Exposed Person. Screening is essential for managing Sanctions Risk. It aims to identify Sanctions Targets or activities, prevent services to them, and report to authorities if necessary.
Please note that there are several positions available including both permanent and secondment opportunities.
**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**
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
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