Remediation Advisor

At Hays Enterprise Solutions, our mission is to help organizations thrive by supporting their workforce needs. We partner with over thirty large organizations across Australia and New Zealand providing tailored solutions to ensure our clients have unrivalled access to top talent and unique market insights to build their evolving workforces.

On behalf of our esteemed client, a leading entity in the banking industry, we are currently seeking candidates for a contract position. This opportunity is a Hybrid, 6-month opportunity.

About the role

Our client is currently seeking a Customer Service Enthusiasts to join their remediation space. In this role, you will be responsible for customer identification remediation outcomes.

This is a 6-month assignment with the view to extend or go permanent. The hourly rate will be $37.13 per hour plus super. You will be working on a rotating roster between Monday to Saturday. The hours you will need to be available will be from 9am and 7 pm Monday to Friday and 9am-5pm Saturday. You will be working an average of 37.5 hours a week.

What can you expect?

• Provide exceptional customer service to our client's individual customers.
• Receive on average of up to 45 Inbound calls and at times making follow up remediation calls centred around Know Your Customer (KYC) requirements to ensure our client has up to date customer information.
• To process administrative duties such as: Confirming Source of Wealth and Source of Income documents, verifying customer IDs, TFN, and related KYC documentation.
• Apply appropriate Customer Identification Procedures (ACIP) ensuring customer profiles are compliant meeting regulatory requirements in line with AML/CTF program and standards.

Your attributes – If you don't meet 100% of the criteria to apply, we'd still love to hear from you. We celebrate individual differences because we know that when we bring more diverse minds together, we create better solutions.

You are encouraged to apply for this role if you have:

• Having prior call-centre inbound / outbound experience is essential.
• Need to have dual monitor screens for your home office set up where applicable for hybrid working.
• Passionate about customer service and having strong resilience.
• Can authenticate customers and understand what a compliant and non-compliant customer looks like.
• Has strong attention to detail and demonstrates a sense of urgency.
• Is adaptable to change and can demonstrate flexibility.
• Demonstrates empathy when/where required.
• Familiar with Austrac and (KYC) Know Your Customer requirements is handy but not essential.

If you feel this role may be suitable for you or your skillset, then please apply