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 Group Manager - Customer Operations Team, you will support people management activities and be undertaking 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**
- Lead team performing due diligence activities for customers as required under the Corporation's AML/CTF Program, both at onboarding and on ongoing basis to ensure up to date, compliant records for all customers
- Support Group Manager to ensure COT operates during designated business hours and manage fluctuating customer activity via all relevant channels, such as face to face interactions in different locations as well as online and over the phone while upholding defined standards and procedures
- Support Group Manager in management of team incl. training and personal development, flexible working arrangements and establish a transparent, supportive, and safe work environment
- Engage confidently with customers and relevant customer operations team with effective verbal and written communication as required and address escalated customer complaints
- 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 and Specialists to upskill in customer onboarding, KYC refresh and relevant Business Unit intricacies
- Facilitate regular development sessions with direct reports to ensure KPI's are consistently met and facilitate opportunities for personal and career development
- Champion the organisation wide goal of creating a culture of enhanced AML/CTF awareness and compliance
- Receive and appropriately action potential risk events escalated by COT staff and where appropriate report unusual/suspicious matters to Risk and Compliance within the appropriate timeframes
- 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
- Identify 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

**ABOUT YOU**
- Tertiary qualification in a relevant field (desirable)
- Certified training in compliance, audit or risk (desirable)
- 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
- Experience in people management

**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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