North Service Centre Know Your Customer Specialist

**The opportunity**

The North Service Centre is responsible for servicing advisers and clients on the North Platform. The Onboarding role encompasses specialised functions when onboarding customers & advisors onto the North platform with a superior level of service that consistently meets and often exceeds the expectations of AMP’s advisers and clients.

**How you will make an impact**:
Working in an evolving and a continually growing business, this role offers a fast-paced environment. Some of the key areas the role requires include the ability to adapt and develop with continual change, work within a team orientated environment to deliver a successful service model and be open to ongoing personal development to ensure the teams ongoing success. Key responsibilities include:

- Gain an in-depth understanding of the product and its administration
- Ability to learn and adapt to the specialised Know Your Customer (KYC) process
- Possess an in-depth understanding of the product and platform
- Analyse difficult and new exceptions and queries to determine appropriate solutions
- Handle complex queries and risk management around Customer Identification Procedures
- Respond to telephone enquiries with a strong sense of ownership and take appropriate action. This may involve chasing up the correct answer or referring the issue to another area for action
- Assist with testing website and administration systems when and if required
- Assist with documenting procedures when and if required
- Identify areas of improvement and assist in establishment of work practices
- Provide problem solving capabilities to ensure implementation dates can be met
- Build relationships with external platforms and stakeholders i.e., Financial Crime Operations
- Ask appropriate questions and interpret the responses to identify customer needs
- Analyses the cause of a customer's problem and assesses the appropriate course of action
- Ensure interactions with customers achieve predetermined quality standards for listening skills, responsiveness, reliability, tone, and accuracy
- Ensure correct information relating to product design, legislation, procedures, and AMP Australia organisational knowledge is provided to Advisers & Clients
- Adhere to relevant KPI’s and service standards

**What you will bring to the role**:

- Strong communication skills and ability to adapt style where necessary to deliver messages effectively
- Dedication to make a personal commitment to resolve customers’ issues and follows through to completion
- Ability to build rapport and establishes relationships with advisers, customers and other internal & external stakeholders
- Focus on achieving a positive outcome for the customer even under challenging circumstances
- Learning agility and ability to keep up to date with new information, products and systems
- Can co-ordinate and schedule different steps across multiple tasks and prioritise these work items by deadlines
- Superannuation, managed funds, share market, financial planning, investments regulation knowledge (desirable)
- Experience in Platforms (desirable)

**Is this your dream job?**

**Working for AMP**

We are transforming our business. We are looking for people with courage, accountability and integrity who inspire the same in others. If you are comfortable challenging the status-quo and perform at your best in an evolving and complex environment - we need you.

“AMP -The investor in all of us” **The investor in all of us - AMP**

**Wellbeing & Benefits**

We invest in the health, wellbeing and development of our people by offering a range of great benefits to support you be your best, professionally and personally:

- We-Flex: Choose how, when and where you work.
- CHAPM Program: Access for you and your family to 24/7 wellbeing and counselling support.
- Well-being programs and activities: Annual health checks, flu vaccinations, information sessions.
- Volunteering: opportunities through our AMP Foundation.
- Financial Well-Being: competitive home loans, leading superannuation contribution, discounted financial advice and personal insurance.

**Inclusion & Diversity**

The diversity of our people is core to our ability to innovate, grow and achieve great outcomes for our people, customers, shareholders and the community. If you have a natural curiosity, an appreciation for differences and an innate willingness to help others you will be valued at AMP.

At AMP we are committed to improving employment opportunities for Aboriginal and Torres Strait Islander peoples and we encourage applicants from Aboriginal and Torres Strait Islander descent to apply. Read more about our Reconciliation Plan **here **.**

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