Locations: Sydney NSW, Brisbane QLD
Work Type: Full Time
About the opportunity
The Australian Transaction Reports and Analysis Centre (AUSTRAC) is Australia's anti-money laundering regulator and specialist financial intelligence unit. In our regulatory role AUSTRAC oversees compliance with the requirements of the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (AML/CTF Act).
As a Specialist, Contact Centre, you will provide technical assistance to the team that is co-located in Brisbane and Sydney, addressing complex enquiries via phone and written correspondence. This role involves supporting the Contact Centre manager and team and delivering high-quality assistance and customer service to a wide range of external stakeholders, including the general public, reporting entities (spanning the financial, money services, gaming industries, dealers in precious stones, metals and products, lawyers, conveyancers, accountants and trusts and company service providers), professional services, partner agencies, and industry bodies. This position offers a unique opportunity to engage with AUSTRAC’s stakeholders, promoting compliance and enhancing their understanding of the AML/CTF legislation.
The Contact Centre operates from 8:30am – 5pm (AEST) but may extend its hours to 8:30am-7:30pm (AEST) and the working hours are managed according to this.
What are we looking for
While we are looking for these capabilities, we consider transferrable skills and encourage applicants who embody AUSTRAC's culture and values to apply.
- Relevant Experience - Minimum 12 months experience in providing customer service either in a contact centre or the financial services industry.
- Specialist Knowledge - Familiarity developing and implementing contact centre processes, including working with contact centre telephony solutions and systems.
- Lead and Supervise - Communicates a sense of purpose and meaningful direction to colleagues, clients and stakeholders, and ensures optimal use of own and team’s expertise in supporting business objectives.
- Procedures and Instructions - Resolves problems effectively using legislation, established practices, policies and methodologies relevant to area of specialisation, and provides quality assurance.
Key Duties
The Specialist, Contact Centre, under supervision of the Contact Centre manager is responsible for:
- Providing technical support to the Contact Centre team to deliver the AUSTRAC Contact Centre service.
- Providing technical guidance and applying expertise regarding aspects of the AML/CTF regime to the Contact Centre Team.
- Providing guidance expertise to internal stakeholders regarding the operations of the contact centre.
- Being accountable for building technical knowledge around aspects of the AML/CTF regime, reform and systems, working towards subject matter expertise.
- Being a point of escalation to the Contact Centre Team.
- Allocation of workload to the Contact Centre Team.
- Mentoring and providing guidance and support to team within agreed Service Level Agreements (SLAs) and meet defined Key Performance Indicators (KPIs).
- Assisting and advising colleagues on all aspects of the legislation and associated policy, and participating in various internal forums relating to such matters.
- Supporting the manager with scheduling of activities of team members and being responsible for their adherence to the work schedule to ensure business unit priorities and deadlines are met.
- Modelling behaviours that foster a collaborative team environment including quality assurance monitoring and coaching team members.
- Modelling the use of AUSTRAC systems in the correct manner and holding staff to account for the quality and integrity of AUSTRAC records.
- Working collaboratively with AUSTRAC staff in the development of scripts and system operating procedures for the AUSTRAC Contact Centre.
Eligibility
To be eligible for this role you:
- Must be an Australian citizen at the time you apply.
- Will need to undertake AUSTRAC’s pre-engagement checks.
- Will need to obtain and maintain an ongoing Baseline Security Clearance
Affirmative Measures
This vacancy is also being advertised under Affirmative Measures, to apply under Affirmative Measures you must be an Aboriginal and/or Torres Strait Islander person. For more information, please visit the APSC Guide for Aboriginal and Torres Strait Islander applicants.
To be eligible to apply under Affirmative Measures provisions:
- Must be of Aboriginal or Torres Strait Islander descent and/or identify as Aboriginal or Torres Strait Islander.
- Provide evidence that you are an Aboriginal and/or Torres Strait Islander person.
*Please indicate in your application if you are applying under Affirmative Measures, by ticking the relevant box in the application form.
Why AUSTRAC?
Flexible, hybrid work environment: We are committed to providing flexibility in working arrangements to recognise the importance of balancing work commitments with family, caring and other personal commitments of employees outside of work. AUSTRAC currently operates under a hybrid work arrangement.
Diversity and Inclusion: Our core values of diversity, inclusion, and integrity drive everything we do. We actively encourage applications from Indigenous Australians, people with disabilities, LGBTQIA+ individuals, people with diverse linguistic and cultural backgrounds, and those of mature age. We recognise that united behaviours and mindsets will support our agency today and guide us into the future.
Employer of Choice: We have a strong reputation as an Employer of Choice, renowned for our exceptional work culture and outstanding employee census results which highlight our dedication to creating a positive and engaging environment.
Closing Date
Applications close at 11:30 pm on Sunday 6 July 2025
For enquiries, please contact: Gemma Holliday - Gemma.Holliday@austrac.gov.au