Identification Authentication Analyst

At CommBank, we never lose sight of the role we play in other people’s financial wellbeing.

Our focus is to help people and businesses move forward, to progress. To make the right financial decisions and achieve their dreams, targets and aspirations.

Regardless of where you work within our organisation, your initiative, talent, ideas and energy all contribute to the impact that we can make with our work. Together we can achieve great things.

Enterprise Services (ES) is responsible for the world leading application of technology and operations across every aspect of CommBank, from innovative product platforms for our customers to essential tools within our business. We also use technology to drive efficient and timely processing, an essential component of great customer service.

CommBank is recognised as leading the industry in IT and operations with its world-class platforms and processes, agile IT infrastructure, and innovation in everything from payments to internet banking and mobile apps.

As a division of ES, Group Operations is the engine room of the CBA Group dedicated to running, improving and transforming the processes that deliver products, services and productivity benefits to the CBA Group’s customers. Financial Crime Operations is a part of Group Operations.

Identification Authentication team is a specialist team that supports multiple regulatory requirements such as :

• The on-boarding of customers
• The collection of identification information to on board customers
• The collection of identification for current customers when required

This specialist team extends our ongoing commitment to:

• Know Your Customer (KYC)
• Anti-Money Laundering (AML)
• Counter Financing Terrorism (CFT)
• Customer On-Boarding obligations and Common Reporting Standards (CRS/FATCA)

The team aims to ensure compliance while at the same time making these processes easy and simple for our customers.

You will be expected to perform the following tasks in a manner consistent with CBA’s Values of We do what is right, We are accountable, We are dedicated to service, We pursue excellence, We get things done.

• Support multiple brands across various jurisdictions through:
  • Collecting information from front line staff and customers
  • Document comprehensive evidence to support the collection of information.
  • Verifying that information is correct when completing identification of customers
• Ensuring that you complete assigned tasks accurately and to the best of your ability
• Manage customer expectations on resolution process, timeframes, escalations and complaints
• Manage confidentiality of customer information and circumstances within privacy legislation and internal policy
• Ensure that all internal processes are continuously reviewed to ensure efficiency and accuracy
• Undertake any other tasks assigned by your manager that you have the capability to perform safely
• Identifying opportunities to improve the processes within your team or work area

Were interested in hearing from people who have

• Some experience understanding identification details for customers
• Financial Services Industry experience is a must
• Experience in investigating and handling complaints
• Excellent communication skills (written and oral)
  • Ability to communicate with a diverse range of business and high value customers, including upset or distressed customers
  • Ability to articulate complex information into easy to understand questions for customers
  • Highly accurate and concise written communication skills
• Displayed commitment to quality customer service
• Strong attention to detail

• Strong problem-solving skills
• Ability be flexible and adapt and time manage multiple tasks
• Sound task management
• Exposure to data analytic tools & workflow management tools