KYC & Financial Crime Operations Analyst

Commonwealth Bank; Western Australia; On-site; AUD 70,000 - 110,000; Full time

Job summary

Commonwealth Bank is seeking a Customer Lifecycle Analyst in Australia to join our KYC Refresh team. You will collect, verify and update customer information to maintain regulatory compliance and prevent financial crime, while delivering strong customer service over the phone.

You’ll perform due diligence, review supporting documents and resolve information discrepancies, escalating higher-risk cases as needed. This role blends compliance with customer-focused communication and accuracy.

Qualifications

• Experience in a contact centre, customer service, compliance, operations or financial services.
• Strong verbal and written communication skills.
• A passion for delivering outstanding customer experiences.
• Excellent attention to detail and a commitment to quality.
• The ability to analyse information and make sound decisions.
• Strong problem-solving and critical thinking skills.
• The ability to manage multiple priorities in a fast-paced environment.
• Resilience, adaptability and a willingness to learn.
• Experience working in a regulated or risk-based environment is advantageous but not essential.

Responsibilities

• Complete KYC Refresh activities for individual and business customers.
• Confirm customer information including identity details, addresses, occupations, tax residency, beneficial ownership and authority structures.
• Ensure customer information is accurate, current and meets regulatory requirements.
• Conduct customer due diligence activities in accordance with AML/CTF and KYC obligations.
• Review and assess supporting documentation to verify customer information.
• Engage with customers via phone through both inbound and outbound interactions, as well as approved communication channels.
• Collect, confirm and update customer information to satisfy KYC refresh requirements.
• Conduct identification and verification activities in line with policy and procedures.
• Clearly explain regulatory requirements and information requests to customers.
• Deliver positive customer experiences while balancing compliance obligations.
• Manage customer expectations regarding information requirements, resolution timeframes and next steps.
• Review supporting documentation and resolve discrepancies identified during refresh activities.
• Escalate complex, unusual or higher-risk matters to senior team members where required.
• Maintain high levels of accuracy and quality in all customer and case handling activities.
• Accurately record customer interactions, findings and decisions within relevant systems.
• Identify and escalation risks in accordance with policies and procedures.
• Contribute to continuous improvement initiatives that enhance customer outcomes and operational efficiency.

Skills

Contact centre experience

Customer service

Verbal communication

Written communication

Attention to detail

Analytical thinking

Problem solving

Multitasking

Resilience

Learning agility

Job description

Commonwealth Bank is seeking a Customer Lifecycle Analyst in Australia to join our KYC Refresh team. You will collect, verify and update customer information to maintain regulatory compliance and prevent financial crime, while delivering strong customer service over the phone.

You’ll perform due diligence, review supporting documents and resolve information discrepancies, escalating higher-risk cases as needed. This role blends compliance with customer-focused communication and accuracy.