Customer Operations

**ABOUT US**

The Perth Mint is an iconic Western Australian organization operating on a truly global scale.

Situated in East Perth for over 122 years, The Perth Mint is not only a top-ranking tourist destination but is an award-winning exporter and key player in the precious metals markets around the world. Our reputation is built on the outstanding quality of our products supported by outstanding customer service.

The Perth Mint provides an energetic and dynamic work environment and is dedicated to delivering the highest level of customer service to our diverse customer base.

**ABOUT THE POSITION**

Reporting to the Customer Operations - Team Lead, you will undertake customer onboarding, maintenance and ongoing account maintenance following AML/CTF procedures, as well as performing KYC refresh activities for all Perth mint customers.

**MAIN DUTIES & RESPONSIBILITIES**
- Provide exceptional customer service as the contact point for Perth Mint customers during their onboarding journey
- Perform onboarding processes for complex and high net worth customers including collecting customer information, perform risk assessment, PEP screening, verifying identity documentation and account creation
- Performing due diligence activities for complex and high net worth customers as required under the Corporation's AML/CTF Program, both at onboarding and on ongoing basis to ensure up to date records on all customers
- Engage confidently with customers and relevant customer operations team with effective verbal and written communication as required
- Work closely with Perth Mint customer service staff to understand their processes, customer profiles and embed compliance activities seamlessly to ensure positive customer experience
- Provide operational support, training and coaching to Customer Operations Generalists to upskill in customer onboarding, KYC refresh and relevant Business Unit intricacies
- Support COT Leadership in daily Business Unit specific operations
- Provide support to other team members through coaching and training activities
- Champion the organisation wide goal of creating a culture of enhanced AML/CTF awareness and compliance
- Identify, escalate and report unusual/suspicious matters to COT leadership and Risk and Compliance within the appropriate timeframes
- Identifying and implement opportunities for continual improvement including procedure revision and uplift
- Ensure own safety and health at work to avoid adversely affecting the safety and health of any other person through any act or omission at work
- Effectively liaise with Risk and Compliance in alignment with the relevant processes and procedures to ensure the Corporation is meeting it's AML/CTF obligations

**ABOUT YOU**
- Tertiary qualification in Risk, Compliance, Financial Crime, or Banking (preferred)
- Certified training in compliance, audit or risk
- ACAMS certification
- Customer service experience
- Relevant work experience (AML/KYC/compliance related) within banking and financial services or similar industry
- Sound understanding and experience/knowledge of Compliance and Investigation
- Experience in interpreting regulatory guidelines and assessing risk scores and entity types
- Ability to perform customer due diligence and maintenance activities related to complex customer types such as trusts and complex company structures

**SOME OF THE BENEFITS OF WORKING WITH US**
- Ability to purchase extra leave
- Discounted staff shopping
- Health and wellbeing programs
- Flexible working arrangements
- Salary continuance insurance
- Perth Mint Day

**OUR COMMITMENT TO INCLUSION**

Inclusion is at the core of what we do. We are committed to equality and celebrate the diversity of race, gender, age, sexual orientation, religion, ethnicity, and all characteristics that make us unique as individuals.

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