AML Support Specialist

A day in the life

As an AML Support Specialist, you'll help customers get started with confidence while making sure every interaction is accurate, timely and compliant.

Your day will include onboarding new customers, responding to AML-related enquiries by phone, email and online, and working through a variety of support requests from simple questions to more complex cases. You'll take ownership of each interaction from start to finish, keeping customers informed and working closely with colleagues across Risk, Technology and Customer Experience to find the right solution.

You'll monitor support queues, prioritise work to meet service levels and contribute to improving the customer experience every day. No two days are quite the same. You'll balance customer conversations, problem-solving and collaboration while ensuring every decision meets our regulatory and quality standards.

About the role

This role exists to deliver an exceptional onboarding and support experience for our customers while ensuring AML processes are completed accurately, efficiently and in line with regulatory requirements. You'll play an important role in helping customers navigate their onboarding journey while partnering with internal teams to resolve issues and continuously improve service delivery.

We're looking for someone who can demonstrate:

• Experience managing customer onboarding or AML-related case management.
• A genuine passion for delivering outstanding customer service and resolving complex enquiries.
• Strong stakeholder collaboration skills, with the ability to work across multiple teams to achieve outcomes.
• Excellent attention to detail and the ability to balance competing priorities while maintaining quality.
• Confidence working in a fast-paced environment with a focus on meeting service levels and performance targets.

What success looks like in your first 6–12 months:

• Successfully manage AML onboarding and customer enquiries with a high level of accuracy and professionalism.
• Build trusted relationships with internal stakeholders across Risk, Technology and Customer Experience.
• Consistently achieve service level agreements (SLAs) and key performance indicators (KPIs).
• Take ownership of complex customer cases and contribute to timely, customer-focused resolutions.
• Identify opportunities to improve processes and enhance the customer experience.

We know great candidates don't always meet every requirement. If you're excited by this opportunity and believe your skills and experience will help you succeed, we'd love to hear from you.