Risk Analyst – Customer Due Diligence

Westpac Group; City of Parramatta Council; Hybrid; AUD 60,000 - 80,000; Full time

Job summary

A leading financial services provider is seeking a candidate for a role focused on financial crime surveillance. This position involves managing communications, assessing risks, and ensuring compliance while delivering operational outcomes. Ideal applicants will have strong communication skills and experience in financial services, particularly in contact centre environments. The role offers full-time work in a hybrid model between office and home.

Benefits

Special offers on banking products

Flexible work arrangements

Tailored learning opportunities

Volunteering initiatives

Qualifications

• Effective communication skills in a fast-paced environment.
• Experience in financial services or financial crime processes preferred.

Responsibilities

• Manage communications with internal and external stakeholders.
• Take ownership of assigned cases with analytical thinking.
• Facilitate customer exits and manage account closures.
• Monitor customer compliance during the Exit in Run-Off phase.
• Collaborate with stakeholders to manage customer interactions.
• Act as a subject matter expert for account controls.
• Handle customer complaints with professionalism.
• Collaborate to identify trends and process improvements.

Skills

Contact centre or phone-based experience

Active listening and clear communication skills

Attention to detail and resilience

Operational or financial crime exposure

Job description

• Multiple 12-month max term opportunities
• Role can be based in Adelaide or Sydney (Parramatta)
• Full-time role - Monday-Friday between 8am and 5pm AEST

The Financial Crime Surveillance (FCS) team is part of Westpac’s Risk Division and is responsible for detecting, deterring and fighting financial crime.

What’s the role.

As a key part of the first line of defence against financial crime, including anti-money laundering, sanctions, and customer due diligence, you will play a vital role in safeguarding the bank and its customers. In this role, you will apply your expertise to assess and manage risk, ensure compliance with regulatory standards, and support the team and Team Manager in delivering high-quality operational outcomes. Your work will directly contribute to protecting the organisation, its stakeholders, and the wider community.

• Manage inbound and outbound communications with internal and external stakeholders and customers, providing accurate and timely support.
• Take ownership of assigned cases, apply analytical thinking, attention to detail, and a risk mindset
• Facilitate customer exits, including drafting formal communications, coordinating account closures or blocks, and supporting the offboarding processes.
• Conduct ongoing monitoring of customers in the “Exit in Run-Off” phase to ensure compliance and appropriate account management.
• Collaborate with business units and stakeholders across the organisation to manage the customer interaction process, review extension requests, and support operational decision-making.
• Act as a subject matter expert within the team, ensuring consistent application of account controls, best practices, and high-quality operational outcomes.
• Handle customer interactions, including complaints, with professionalism, empathy, and appropriate support for vulnerable customers.
• Collaborate with colleagues to identify trends, risks, and process improvements that enhance operational efficiency and effectiveness.

Your work helps safeguard our financial ecosystem and ensures we deliver a trusted experience for every customer.

Training and Support

We’ll set you up for success with a comprehensive 7-week New Starter Framework, including:

• Face-to-face training in the office, with your team manager on hand for guidance and support.
• Full systems learning and accreditation, so you’re confident and ready to hit the ground running.
• After training, you’ll move to a hybrid work model – 2 days in the office and 3 days working from home each week.

What do I need:

To thrive in this role, you’ll bring effective communication skills and the ability to work in a fast-paced, highly monitored environment. Experience in financial services or exposure to financial crime processes will set you apart.

• Contact centre or phone-based experience, ideally in a performance-driven environment with productivity targets.
• Active listening and clear communication skills, with confidence handling sensitive conversations.
• Attention to detail and resilience, ensuring accuracy while managing high call volumes and shifting priorities.
• Operational or financial crime exposure (AML, KYC, sanctions) – highly regarded but not essential.

We’re obsessed with becoming our customers #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return we’re committed to making Westpac the best place to work. Here are just a few of the ways we’re already doing that:

• Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
• Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
• Tailored learning and development opportunities to help your grow your career within the bank.
• Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives.

Create your future today.

To get started, simply click on the APPLY or APPLY NOW button.

We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find out more information and additional contact details by visiting the People with Disability and/or needing Accessibility Requirements page on our website.

Job Info

• Job Identification 65414
• Posting Date 11/21/2025, 03:58 AM
• Apply Before 12/05/2025, 12:59 PM
• Locations Parramatta, NSW, Australia Adelaide, SA, Australia