What you get to do in this role:

• Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc.
• Lead efforts to hire, develop, and build a technical team.
• Oversight and participation in Change Management as it relates to Customer Support.
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
• Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team.
• Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Represent the Platform, Product and ServiceNow effectively with customers.
• Manage major operations outages and communications to the customers.
• Participate in weekend and holiday on-call rotation as required.
• Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
• Manage to the company and department’s vision, mission and values.

Our client’s success is our success. And you make it happen 
 
Payment systems are complex, regulated and ever-changing. And, while we may be small, we are at the forefront of innovation punching above our weight. We’re enabling the future for our clients through tech like NPP (New Payment Platform), buy now, pay later, and open banking.  
 
Our product teams are the eyes and ears of Cuscal. They’re client-focused relationship managers, serving everything from business development, marketing, fraud, and customer support. They work out what clients need, so we can build it and launch it… often, in months, not years.  
 
We are looking for a Financial Crimes Investigation Analyst to join our Financial Crime Team.  

As payment methods evolve, so too do the efforts of criminals in their attempts to defraud businesses and consumers.  From sophisticated online scams to identity theft and phishing. As a Financial Crimes Investigation Analyst, you will play a crucial role in safeguarding our organisation against financial crimes, including fraud, money laundering, and other illicit activities. Your responsibilities will encompass identifying, analysing, reporting, and preventing financial crimes. This position requires a commitment to upholding ethical standards and protecting the payment ecosystem’s integrity 

About the Role: 

• Investigate and analyse suspicious financial transactions, identifying potential financial crimes indicators.  

• Utilise various tools and techniques to investigate and detect financial crime activities within the payment’s ecosystem. 

• Monitor, analyse and report financial transactions for signs of money laundering. Report any unusual or suspicious activities to relevant authorities as required by law.  

• Stay up to date with anti-money laundering (AML) regulations and apply them in your investigations. Advise stakeholders of new developments in regulations and provide advice on how to ensure requirements are met. 

• Utilise data analysis software and techniques to identify patterns and trends related to financial crimes.  

• Maintain accurate and detailed records of your investigative findings. 

• Prepare comprehensive reports of your findings and recommendations for further actions or mitigation strategies.  

• Work closely with law enforcement agencies, legal teams, and other relevant departments to facilitate investigations. 

• Provide advisory support to the business on complex financial crime compliance matters (e.g., fraud, complex KYC, sanctions queries).  

• Where appropriate, engage with fraud and scam victims to understand how the event happened and provide advice to the business to mitigate future events. 

About You: 

• Strong understanding and experience of the application of AML/CTF regulations in a financial crime risk role in the banking/financial services industry  

• Demonstrated experience in researching, interpreting, and applying legislation and regulatory guidance. 

• Strong written and verbal communication skills with the ability to engage with a wide range of internal and external stakeholders.  

• Financial Services experience (3+ years minimum) - specific experience of real-time payments, card payments, acquiring (including payment service providers), 3D secure and digital banking. 

• Demonstrated experience providing accurate and consistent advice to senior stakeholders and clients.  

• Expertise in data analysis tools and software. 

• Excellent communication and reporting skills.  

• Attention to detail and ability to work independently. 

Office and working location: Sydney 

Join us at the forefront of payments 
   
Why Cuscal? 
We are in the rapidly evolving world of payments, and we are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of educational, financial, lifestyle, health & wellbeing benefits. 
 
Next Step 
If you think this role is the right fit for you, we invite you to apply. Let’s explore who you are and what drives you. We’d love to share our vision for the future of the payments sector. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. 
     
Cuscal does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Cuscal employee, location or address.