AML Support Specialist

AML Support Specialist

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.

Key capabilities we're looking for:

• Previous experience in a customer focused environment
• Strong time management and ability to balance competing priorities
• Proven collaboration skills and ability to build strong stakeholder relationships
• Excellent written and verbal communication skills with strong attention to detail
• Experience in AML, fraud or financial crime is desirable but not essential

What success looks like in the first 6-12 months:

• Consistently meeting or exceeding agreed service levels and KPIs
• Demonstrating strong problem solving and sound decision making in complex cases
• Building trusted relationships with internal stakeholders to support efficient case resolution
• Contributing to continuous improvement of processes and customer experience

Why Join us?

• Quarterly wellness days to recharge
• Four weeks Workcation per year, work from an approved country
• Take the opportunity to purchase up to four weeks additional annual leave per year
• Learn from the best and upskill with PEXA Academy certifications and grow your career

A career at PEXA starts with you! If you think you have the required skills, an appetite to learn and would be a great fit, we'd love to hear from you, even if you don't tick all the boxes. At PEXA we support your growth and help you discover your full potential. PEXA is a workplace where everyone can contribute and participate, so that every person can reach their full potential. We want our people to feel equally valued, supported and celebrated. With market-leading benefits that make a difference, we're committed to supporting individuals, families and carers. Your culture, gender, sexual orientation, language and other attributes make you unique. We couldn't be prouder to have a team that reflects the richness of our wider community. We're a proud 'Circle Back Initiative' Employer and commit to responding to every applicant. If you like the sound of this role, then make a start today. We encourage people of all backgrounds to apply. You can learn more about life at PEXA on our website and social channels too.