Financial Crime Operations Analyst (CBA NZ)

Chief Operations Office (COO) is responsible for the world leading application of operations across every aspect of CommBank, from innovative product platforms for our customers to essential tools within our business. We also use technology to drive efficient and timely processing, an essential component of great customer service.The Financial Crime Services (FCS), a division in COO, is accountable for the development, implementation and ongoing leadership of the Groups financial crime shared services. FCS leads the Groups approach to managing AML/CTF, and Sanctions risks and obligations through the provisioning of the following services.AML/CTF OperationsSanctions OperationsBusiness EnablementTransformationCorrespondent Banking Due DiligenceGovernment Agency RequestsCustomer Verification ScreeningWe are currently looking for Client Lifecycle Management Analysts to join our team.As a Client Lifecycle Management Analyst you will be a key contributor within the team, providing support for existing customers. This role presents an excellent opportunity for you to gain hands-on experience working for a large bank while developing an in depth strategic and day-to-day operational knowledge of the business. In addition to this, you will work within a high performing, diverse and highly supportive team environment that is collaborative and promotes knowledge sharing.Conveniently located on Auckland's beautiful Albany on the North Shore with easy access to the Northern Motorway and Northern Expressway bus link, this is an exciting time to join CBA NZ. Being available when it suits our customers, means we run an extended hours operation (8.00am to 10.00pm NZT). As such, the team operate a rotating roster system with some flexibility around hours.Further Responsibilities IncludeTaking inbound phone calls to collect information from customers and front line staffDealing with complaints and investigate complex casesLiaising with customers and informing them on regulatory obligationsEnsuring customer expectations are not only met but are exceeded at all timesMaintaining the confidentiality of customer information and circumstances in line with privacy legislation and internal policyContributing to the review of internal processes to ensure efficiency and accuracyTo be successful in this role you will demonstrate the following experience and key attributes:Outstanding customer service skills with proven experience in a customer focused role within the financial sector.Proven experience in handling complaints and carry out investigations.An understanding of various entity ownership structures including Trusts, Partnerships and CompaniesStrong analytical and investigative capabilities with the ability to dig deeper and explore areas of greyExcellent communication skills with the ability to articulate complex information simply and diplomaticallyStrong attention to detail, problem-solving skills and a high level of initiativeA relevant tertiary qualification in finance, business, law or similar is requiredExposure to and understanding of the Financial Crime disciplines will be viewed favourably. This may include: AML, CFT, KYC and/or FATCAIn return you'll get to join our diverse team of established professional specialists. Due to people movements, this is an exciting time to join Customer Lifecycle Management Operations. Come and discover this wonderful opportunity, where we'll welcome and value your individuality, ideas and goals.Other BenefitsFlexible work options5 Life leave days – 5 extra annual leave days when you have utilised your annual leave before next anniversary date T&C’s applySouthern Cross Health InsuranceAdditional sick leave days- 15 sick leave days in totalEmployee banking benefits and dealsRecognition programWellbeing HubAccess to Employee assistance programmeCareer development Opportunities