The Customer Stream within Customer Data Investigation and Remediation (CDIR) is responsible for strengthening the Group’s Financial Crime compliance capability through uplifting the following policies, processes and systems:

• Customer Risk Assessment (CRA);
• Customer Population Management;
• Customer data uplift; and
• Ongoing Customer Due Diligence (OCDD) and Enhanced Customer Due Diligence (ECDD) enhancement

The role will report to the Team Manager KYC Remediation Operations.

• Day to day responsibility for meeting business objectives across a range of Key Performance Indicators as set by your Line Manager.
• Undertake completion of KYC Refresh, remediation and OCDD for CBA customers with the review of valid identification documentation to enable the uplift of customer profiles to the AML/CTF standards. This includes supporting all remediation campaigns requiring inbound and outbound customer communications.
• High volume of Inbound and outbound customer contact primarily focused on obtaining identification verification details.
• Liaise with frontline staff to ensure KYC information is updated when the customer has provided identification documentation in branch.
• Identifying and assessing the risks which could prevent you from achieving the objectives of your role.
• Ensuring timely and effective resolution and response of customer complaints in a professional manner.
• You will leverage your own knowledge and skills to proactively offer suggestions and create the best outcome for our customers.
• Undertake any other tasks as required that you have the capability to perform safely. (Note: all tasks assigned and carried out must be performed in accordance with all relevant internal Bank policies and external legislative requirements)