About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

As Know Your Customer (KYC) Analyst, you will support operational activities undertaken for AML/CTF which the team performs for Australia Division KYC. These activities include, but are not limited to, ensuring ANZ meets our KYC customer due diligence requirements in line with Applicable Customer Identification Procedures (ACIP), remediation of existing customer profiles (data uplift and KYC), removal of KYC restraints from accounts and IKnow/KYC Maintenance.

The KYC Analyst will be trained in inbound call and email management which will be customer focused and aim for a first contact resolution. The role will be required to provide support for ongoing customer due diligence (OCDD) for simple and complex (individual and non-individual) customers which can involve KYC investigations and customer contact, via phone (inbound and outbound) and remediation.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type : Permanent, Full-time Position

Role Location : MDC 100, Eastwood, Libis, Quezon City

Work Hours : M-F, following Australia time zone (day shift). Hybrid Work Set-up.

What will your day look like?

As KYC Analyst, you will:

• Answer all calls and emails in a professional manner with a first contact resolution culture
• Recognise issues requiring escalation and act accordingly
• Gain understanding of customer queries/concerns by researching customer requests by gathering all relevant information/data, ensuring all available avenues and sources of information are investigated
• Advocate your team’s value proposition with all interactions aligned to customer centricity values
• Work to provide a solution completely and in a timely manner in line with SLA
• Achieve target productivity and understands and uses ATOM correctly
• Proactively identify customer contact trends and looking for process improvements to add value to the customer and the bank.
• Be a reliable source of information to all external and internal customers
• Perform a wide range of activities which include, but are not limited to, complex KYC verification & loading, complex OCDD, complex customer remediation, data remediation, KYC maintenance, customer contact and follow up.

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Experience in a Contact Centre environment is preferred
• Previous KYC knowledge is preferable
• Effective communication (both verbal and written communication) and listening skills including the ability to engage and manage conversations
• Has good attention to detail
• Good investigative skills and Problem-solving skills
• Ability to handle and deal with difficult situations
• Ability to interpret data and information using critical and analytical thinking to come up with useful insights to resolve problems
• Ability to shift between multi-channel contact strategy
• A positive attitude and willingness to contribute to the successful KYC team environment

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So why join us?

ANZ provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manilla play a critical role in executing our strategy and deliver what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world. Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong.

We provide our people with a range of benefits including access to health and wellbeing services. We also have flexible working options so that our people can 'make work, work for them'.

We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

To find out more about working at ANZ visit https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 93048.

Job Posting End Date

28/04/2025 , 11.59pm, (Melbourne Australia)