Customer Due Diligence Analyst

About the team

The Customer Due Diligence (CDD) team is our first line of defence, playing a vital role in protecting our business and our customers. The team conducts comprehensive due diligence processes for our merchant acquiring customers, playing a critical role in safeguarding the business against potential exposures to money laundering/terrorism financing (ML/TF), fraud and credit risks. Their work is fundamental to the company's safe growth and overall customer satisfaction.

By executing precise customer risk assessments, the team not only upholds regulatory trust but also works to redefine the onboarding experience. They ensure seamless and efficient customer interactions, delivering a superior customer experience that reinforces organisational resilience. This diligent approach allows the business to navigate complex compliance landscapes confidently while building a secure and trusted platform for our customers.

The Chief Operations & Risk Office (CORO) is responsible for the delivery of our core services and the management of all operational and risk functions. The team ensures a seamless and efficient experience for our customers, from onboarding and support to payment processing and fraud prevention, driving reliability and scalability as we grow.

Your mission

As a Customer Due Diligence (CDD) Analyst, you will play a vital role in defending our company's integrity while shaping seamless onboarding experiences for our customers. You will be at the forefront of risk management efforts, executing precise customer risk assessments that uphold regulatory compliance and enable safe business growth.

Reporting to the Customer Due Diligence (CDD) Specialist, your expertise in assessing customer risk profiles, covering Anti-Money Laundering (AML), fraud prevention, and credit risk, will be crucial in protecting our business while delivering the fast, efficient and secure service our customers expect.

Areas of responsibility

Customer Risk Assessment & Due Diligence

• Deliver customer-focused experiences by meeting operational targets for customer due diligence queue cases with high accuracy within targeted timeframes and quality scores.
• Execute comprehensive CDD activities including Simplified, Standard and Enhanced Due Diligence to effectively mitigate customer risk.
• Assess new and existing merchants to proactively manage financial losses associated with credit and fraud risks.
• Determine and assign appropriate AML/CTF and credit risk levels to merchants, ensuring compliance with credit risk management policies and standards.
• Investigate and resolve customer event-driven triggers and risk alerts to maintain ongoing vigilance.
• Conduct detailed risk analysis using internal and external data sources to support informed decision-making.

Customer Engagement & Stakeholder Collaboration

• Engage proactively with customers to collect required KYC, MARR (Merchant Acquiring Risk Review) and credit information, ensuring positive and compliant onboarding experiences.
• Collaborate with teams across the organisation to streamline and enhance end-to-end customer onboarding processes, balancing efficiency with effective risk management.
• Communicate complex risk assessments and recommendations clearly to internal stakeholders.
• Support escalation processes for high-risk or complex customer cases requiring senior review.
  
  

Compliance & Operational Excellence

• Maintain accuracy and integrity of customer data and documentation in accordance with AML/CTF regulations and internal credit risk policies and standards.
• Deliver on operational targets and Service Level Agreements (SLAs) for all due diligence activities, meeting high standards for accuracy and quality.
• Identify and report potential AML/CTF compliance issues to uphold program standards and policies.
• Support continuous improvement of CDD systems, processes and documentation in partnership with the CDD Specialist and team leadership.
• Participate in quality assurance reviews and implement feedback to enhance performance.

What you’ll need

Skills and Experience

• Proven experience in customer due diligence roles with demonstrated expertise across KYC, AML, fraud prevention and credit processes.
• Experience in payments or technology-driven organisations, merchant acquiring environment experience is highly desirable.
• Strong analytical skills with ability to interpret complex financial and business data
• Excellent written and verbal communication skills with ability to articulate complex information clearly.
• Demonstrated ability to influence and negotiate effectively with internal and external stakeholders.
• Advanced proficiency with Microsoft Office (particularly Excel and PowerPoint) and experience with data analysis, credit and customer due diligence tools.

Attributes

• Meticulous attention to detail with strong analytical and problem-solving capabilities.
• Highly organised with ability to effectively manage competing priorities and tasks.
• Results-oriented and proactive with ability to perform effectively under pressure.
• Culturally agile with flexible approach suited to global team environments.
• Commercially aware with strong understanding of business and financial risk.
• Continuous improvement mindset with focus on process optimisation.
• Strong ethical foundation with commitment to compliance and integrity.

Qualifications

• Tertiary qualifications in Commerce, Accounting, Economics, Finance or a related field.