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).
This role is responsible for delivering high-quality assistance and customer service to 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. It offers a unique opportunity to engage with AUSTRAC’s stakeholders, promoting compliance and supporting their understanding of the AML/CTF Act.
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 - Ability to understand and interpret Australia’s AML/CTF legislation and guidance.
- Communicate Effectively - Communicates clearly, concisely and unambiguously, and tailors communication to audience and circumstances and ensures common understanding of issues.
- Procedures and Instructions - Has specialised knowledge and understanding of policies, procedures and guidelines relevant to the work area, and follows lawful instructions, seeking guidance on these appropriately.
Key Duties
The Senior Officer, Contact Centre, under general supervision is responsible for:
- Assisting the team to deliver AUSTRAC’s Contact Centre service according to business needs.
- Responding to a broad range of enquiries from stakeholders via multiple channels and other electronic channels using scripted responses.
- Managing enquiries within agreed Service Level Agreements (SLAs) and meet defined Key Performance Indicators (KPIs).
- Working collaboratively in a team environment, supporting team members on all aspects of the legislation and associated policy.
- Driving the improvement of team processes and procedures aiming for best practice.
- Assisting and supporting the technical specialist with reporting/statistics as required and leading activities
- Taking responsibility for personal and professional development
- Working to agreed outcomes and time constraints and be responsive to the need to change functions to meet the needs of AUSTRAC
- Responding to a broad range of enquiries from stakeholders via multiple channels and communicative platforms using scripted responses
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