Customer Outreach Analyst

The Star Ent Group; Sydney; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Complimentary meals on site

Discounted parking

Up to 30% discounts across restaurants

Career development & training

Mental health & wellbeing services

Diversity & Inclusion focus

Job summary

The Star Entertainment Group is seeking a Customer Outreach Analyst to support the Source of Wealth and Source of Funds processes. You will engage with customers in respectful conversations about their financial activity, documenting information accurately while upholding service values.

The role emphasizes building trust, explaining why questions are asked, and guiding guests through the process in a transparent, welcoming manner. This is a 12-month secondment opportunity.

Qualifications

• Excellent written and verbal communication skills.
• Experience handling sensitive conversations with premium guests.
• Strong attention to detail and ability to maintain confidentiality.
• Knowledge of AML/CTF, KYC, SOW and SOF concepts.
• Must hold NSW Casino Employee license (CE).

Responsibilities

• Engage in customer interaction and relationship-based conversations.
• Provide a hospitality-first approach in formal or sensitive discussions.
• Collect, review, and document customer information with accuracy and completeness.

Skills

Written communication

Verbal communication

Premium guest experience

Confidentiality & integrity

AML/CTF/KYC/SOW/SOF knowledge

NSW CE license

Job description

For three decades, The Star Sydney has been a local landmark, deeply ingrained in Pyrmont and Darling Harbour. Committed to our communities, we strive to create fun in trusted destinations as Australia's premier entertainment hub. The Darling, and state‑of‑the‑art venues including The Star Event Centre and The Lyric Theatre have hosted prestigious events and international acts.

With extraordinary dining options ranging from award‑winning signature restaurants to vibrant casual dining venues and bars, we are dedicated to delivering the ultimate entertainment, hospitality, and dining experiences for all.

As a Customer Outreach Analyst, you are part of The Star Entertainment Group’s Source of Wealth and Source of Funds processes. You’ll be reaching out to customers to have respectful, professional conversations about their financial activity, helping us gather and document the information we need while ensuring the experience remains positive, clear, and aligned to our service values

This role is about building trust, explaining why we ask certain questions, and supporting guests through the process in a way that feels transparent and welcoming. Attention to detail and good judgement are important, but just as critical is your ability to communicate confidently, listen well, and handle sensitive information with care.

This is a fantastic opportunity where you will contribute to the growth and success of The Star.

*Please note that this is a 12-month secondment opportunity*

A few of your responsibilities

• Engage in customer interaction and relationship‑based conversations
• Provide a hospitality‑first approach, even in more formal or sensitive discussions
• Collect, review, and document customer information, ensuring completeness, accuracy, and alignment with customer profiles

What are we looking for

• Interest in growing knowledge around the Source of Wealth processes, risk and regulatory requirements
• Exceptional written and verbal communication skills
• Experience engaging with premium guests, and sensitive conversations
• High attention to detail, ability to maintain confidentiality and demonstrate integrity
• Knowledge of AML/CTF, KYC, SOW, and SOF concepts
• Currently hold a NSW CE (Casino Employee) license

Your role will be pivotal in shaping the success of our Gaming Operations at The Star. Join us in making a difference.

Please be aware that eligibility checks are required as part of the recruitment process and ongoing employment for this position.

What we can offer you:

• Complimentary meal on site every day including hot meals, sandwich bar and more
• Competitive Hourly rate, plus penalty rates for weekends and public holidays
• Discounted parking + other transport options
• Up to 30% discounts across award winning restaurants and accommodation
• Career development, training, and courses via The Star – limitless career opportunities
• Mental Health and Wellbeing services
• Diversity & Inclusion areas of focus including Multicultural, Gender, Aboriginal & Torres Strait islander and LGBTQI+

Our Culture

At The Star, we are committed to creating a diverse, equitable and inclusive workplace that we know contributes to exceptional guest experiences, a great place to work for our team members, and positive outcomes for our communities. We believe in authenticity and embody our Company values: Build Memorable Connections, Own It, Lead with Integrity, and Take Good Care.

We welcome applications from all cultures, ages, religions, genders, LGBTQI+ people, Australia's First Nations Peoples, and people with disabilities. We recognise the distinctive challenges that trans and gender-diverse applicants may encounter during the recruitment process. We offer a range of flexible working options for team members to find a balance between work and life that's right for them and their unique wellbeing needs.

The Star was awarded the WGEA Employer of Choice for Gender Equality Citation (2022-24) and was recognised as a 2024 GOLD Employer by the Australian Workplace Equality Index (AWEI), which evaluates LGBTQI+ inclusiveness in the workplace.

It's your time to SHINE!