Client Onboarding Specialist

This role plays a key part in the ICS Client Onboarding - Centre of Excellence (COE) team, supporting the successful onboarding of SBS, Corporate, and GMNS clients within Australia, New Zealand, Hong Kong and Singapore Markets. The team is responsible for ensuring that all applications and supporting documentation meet American Express policy requirements, regulatory obligations, and internal quality standards.

A key focus of this position is ensuring compliance with Anti-Money Laundering (AML) and Know Your Customer (KYC) requirements, helping to ensure American Express is contracting with the correct legal entity. The role provides guidance, oversight, and assurance across the onboarding process, while partnering closely with internal stakeholders to support compliance, quality outcomes, and a seamless client experience.

• Take ownership of Line of Business (LOB) outcomes, including end-to-end turnaround times, service level agreements (SLAs), and quality performance.
• Oversee the resolution of escalations, exceptions, and complex onboarding matters, applying sound judgment and ensuring adherence to AML and regulatory obligations.
• Support the implementation, communication, and monitoring of policy and process changes within the assigned Line of Business.
• Work closely with Team Leaders to continuously strengthen AML knowledge and onboarding expertise through coaching, feedback, and upskilling initiatives.
• Manage Enhanced Due Diligence (EDD) reviews and processes within the assigned Line of Business.
• Partner with Training Analysts to identify development opportunities and support team capability uplift.
• Conduct periodic quality assurance and spot-check reviews across the Client Onboarding team, including Specialist Associates (SAs) and Client Onboarding Analysts (COAs).
• Collaborate with cross-functional teams, including New Accounts, Sales, Compliance, Risk, and Legal, to support account set-up.
• Facilitate alignment and collaboration sessions with key internal stakeholders to drive consistency and best practice.
• Build and maintain strong relationships with key stakeholders, including Business Development Executives (BDEs) and Business Development Managers (BDMs), particularly in relation to complex reviews and case resolutions.

• Strong attention to detail with a high degree of accuracy
• Ability to work independently and proactively drive outcomes
• Excellent written and verbal communication skills
• Strong analytical and problem-solving capabilities
• Working knowledge of Anti-Money Laundering (AML) and Know Your Customer (KYC) obligations
• Experience reviewing Trust Deeds and complex entity structures is desirable
• Confidence in reviewing documentation and making risk-based decisions
• Experience using Salesforce.com or similar CRM platforms is advantageous
• Exposure to, or experience with, AML/CTF regulations and compliance requirements is highly desirable.