Customer Service Officer

Customer Service Officer






Customer Service Officer

Detalles de la oferta

At AMP Bank we work hard to continue to better serve our customers. We embrace flexible working and the positive impact it has for our people. All roles at AMP can be done flexibly so speak to us about what works for you.

About the role

Bank Operations Client Service Officer’s primary responsibility is to be a part of a high performing team that delivers to the desired business and client outcomes. This role will assist the Team Manager in motivating their team and creating a client led culture.

The Client Service Officer’s focus is on the client, with a large part of the work day involving making outbound calls to AMP Bank clients to obtain information, educate on options and confirm legitimate account activity. The role will also require answering inbound calls from our internal and external teams, stakeholders and partners

Key Responsibilities

Providing outstanding service to AMP’s clients, colleagues, partners and stakeholders (internal and external)

Conduct operational activities relevant to the AML/CTF Tranaction Monitoring Program, including

Investigation of transaction monitoring alerts

Case management, enhanced customer due diligence, further KYC and discrepancy review

Escalation of regulatory reporting matters

Achievement of daily Key Performance Indicators of individual and team

Meeting or exceeding quality assurance targets

Effective Client Account Management to drive client advocacy

Raising issues through the correct channels, challenging positively and proactively working to overcome barriers.

Adding value to each client interaction by understanding the client needs and adapting to find the best service approach

Identify and implement continuous improvements

Liaise with clients, internal business units, law enforcement agencies, industry representatives and other financial institutions

Capabilities & Experience

Previous experience in a fast-paced client focused environment desirable, preferably in AML/CTF, fraud or risk operation

General understanding of banking processes and products gained through previous banking experience

Experience in working with multiple stakeholders across a wide range of business area

Professional telephone manner with the ability to build rapport with clients/stakeholders

Flexible and willing to try different approaches to reach successful outcomes

Understanding of the financial services industry and the regulatory environment in respect of privacy, AML/CTF, Sanctions and FATCA/CRS

Accountability in all aspects of case management

Knowledge and experience in using complaints procedure

Conflict resolution and negotiation skills

Ability to handle high work volumes and perform effectively under pressure

Working for AMP

Working for AMP means being part of a company that values diverse thinking, encourages collaboration and promotes innovation. It’s an environment that offers challenging and exciting work as well as opportunities for professional growth. We’re flexible enough to allow you to make the most of your life, both professionally and personally.

We are looking for those that have the courage and agility to navigate changing and complex environments so that we can deliver the best solutions for our customers. We value people with integrity, an innate willingness to help others and an eagerness to perform to the best of their abilities.

We’re transforming our business, and we need people like you to join us on this journey.

Wellbeing & Benefits

As a company that values wellbeing, we offer a range of great benefits to support you financially, professionally and personally. These include access to a wide range of flexible working options including the ability to purchase extra leave, retail discounts, onsite wellbeing centre including a gym (Sydney Office), Employee Assistance Program, competitive home loan rates, leading superannuation contribution, discounted financial advice and personal insurance.

Inclusion & Diversity

AMP recognises individual differences and welcomes people from a variety of life and work experiences. The diversity of our people is core to our ability to innovate, grow and to fulfil our collective aspiration of helping people to own their tomorrow. A natural curiosity, a respect for differences and a growth mindset are valued at AMP.

Fuente: Learn4Good


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