AML Support Specialist

Hi, we’re PEXA
 
Every time a house is bought, sold or refinanced in Australia your lawyer, conveyancer and lender will most likely use a digital platform to settle your property, this is where we come in. PEXA’s world-first digital settlement platform has revolutionised the way we exchange property in Australia helping over 20,000 people a week safely settle their homes.
 
Since starting our journey in 2010, we now employ a team of over 1,000 people working across multiple continents. We’re still growing, innovating and looking ahead, but behind our greatest achievements, there is a team of curious creators and big thinkers. That’s why, we’re looking for ambitious people like yourself to join the team.
 
A day in the life
 
As an AML Support Specialist, you are on the frontline supporting customers with onboarding and ongoing AML related enquiries.
 
You respond to inbound queries via phone, email and web, ensuring every interaction is professional, timely and solution focused.
You manage cases from start to finish, including complex enquiries and complaints, working closely with internal teams such as Risk, Legal, Technology and Customer Experience to drive resolution.
 
You monitor queues and workflows to ensure service levels are met and customers are kept informed throughout the lifecycle of their case.
 
About the role
 
This role is responsible for delivering exceptional AML support while adhering to internal policies and procedures. You will solve complex problems, escalate where required, and ensure customers receive clear guidance through job aids, help content and your subject matter expertise.
 
You will also follow documented complaints handling processes to achieve first call resolution wherever possible and build strong working relationships across the business.