KYC Refresh Specialist — Customer Lifecycle Analyst

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

Job summary

Commonwealth Bank is seeking a Customer Lifecycle Analyst to join our KYC Refresh team in Sydney. You’ll blend customer service excellence with compliance, conducting due diligence and updating customer data to stay compliant with regulatory requirements.

You’ll engage customers by phone, verify information, and resolve KYC refresh requirements while aiming for accuracy and high-quality outcomes in a fast-paced contact centre environment.

Qualifications

• Experience in a contact centre, customer service, compliance, operations or financial services environment.
• Strong verbal and written communication skills.
• Passion for delivering outstanding customer experiences.
• Excellent attention to detail and a commitment to quality.
• Ability to analyse information and make sound decisions.
• Strong problem-solving and critical thinking skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Resilience, adaptability and a willingness to learn.
• Experience 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 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 elevate risks in accordance with policies and procedures.
• Contribute to continuous improvement initiatives that enhance customer outcomes and operational efficiency.

Skills

Contact centre

Customer service

Compliance

Attention to detail

Communication skills

Problem solving

Multitasking

Regulatory environment

Job description

Commonwealth Bank is seeking a Customer Lifecycle Analyst to join our KYC Refresh team in Sydney. You’ll blend customer service excellence with compliance, conducting due diligence and updating customer data to stay compliant with regulatory requirements.

You’ll engage customers by phone, verify information, and resolve KYC refresh requirements while aiming for accuracy and high-quality outcomes in a fast-paced contact centre environment.