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
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.