Overview

Our client is looking for an experienced Customer Support and AML Operations Specialist to join a fast-moving technology business supporting the Australian property industry. This is a remote role for someone who is confident on the phone, calm under pressure and highly organised. You will be the first point of contact for clients and customers who need help completing identity, AML, and property transaction screening requirements.

The immediate priority is simple: answer calls, understand the issue, provide clear assistance and make sure every request is properly documented and actioned. As you learn the platform and processes, you will take greater ownership of customer enquiries and AML cases, resolving most issues directly without needing to escalate them.

Schedule

• Full-time | Standard working hours are aligned with the Australian time zone.
• Roster 1: Monday to Friday | 9:00 AM – 6:00 PM AEST
• Roster 2: Wednesday to Sunday | 9:00 AM – 6:00 PM AEST

Responsibilities

• Answer a high volume of inbound customer and client calls.
• Provide professional, friendly and reassuring support.
• Identify whether the caller is a business client, property buyer, seller or another party completing a screening request.
• Collect all required information, including transaction IDs, property addresses, deadlines and contact details.
• Create clear, accurate and actionable Zendesk tickets.
• Triage enquiries based on urgency, risk and customer impact.
• Escalate urgent or complex matters to the correct internal team.
• Provide customers with updates on the progress of their cases.
• Guide customers through online forms, identity checks and verification processes.
• Assist customers who are uncomfortable with technology or unfamiliar with AML requirements.
• Review and process AML, KYC and KYB cases using the company’s internal software.
• Support verification involving individuals, companies, trusts and other entities.
• Resolve routine enquiries independently once fully trained.
• Maintain detailed and accurate records of every interaction.
• Help reduce abandoned calls, unresolved tickets and unnecessary escalations.
• Identify recurring customer issues and recommend process improvements.
• Follow all data security, privacy and compliance procedures.

Requirements

• At least 2 years of experience in customer support, call centre operations, service delivery or a similar phone-based role.
• Strong spoken and written English.
• A clear, professional and easy-to-understand phone manner.
• Experience handling a high volume of inbound calls and customer enquiries.
• Experience using Zendesk or a similar ticketing or CRM platform.
• Strong attention to detail when collecting information and creating case notes.
• Ability to remain calm when dealing with frustrated, confused or anxious customers.
• Strong judgement when deciding what can be resolved and what must be escalated.
• Ability to learn new software, processes and compliance requirements quickly.
• Reliable internet connection and a professional remote working environment.
• Availability to work Australian business hours.

Highly Regarded:

• Previous experience in AML, KYC, KYB, identity verification or financial crime operations.
• Experience supporting financial services, property, conveyancing, banking, fintech or legal clients.
• Understanding of companies, trusts and individual verification requirements.
• Experience reviewing compliance documents or working through customer verification cases.
• Experience supporting Australian customers.
• Availability to work weekends or a Wednesday-to-Sunday schedule.
• Experience working in a fast-growing technology or software business.

What Success Looks Like

• Calls are answered quickly and professionally.
• Customers feel heard, supported and confident that their issue is being handled.
• Tickets contain complete information and can be actioned without unnecessary follow-up.
• Urgent cases are identified and escalated immediately.
• Routine customer issues are resolved without escalation.
• Ticket backlogs and abandoned calls reduce over time.
• Case notes and customer records remain accurate and complete.
• You become a trusted member of the customer support and compliance operations team.

The Person We Are Looking For

• You take ownership.
• You do not simply answer a call and pass the problem to someone else. You listen carefully, collect the right information and drive the matter toward a resolution.
• You are patient with customers who may be stressed, confused or uncomfortable using technology. You can explain unfamiliar processes in plain English without sounding robotic or dismissive.
• You also understand urgency. When a property transaction has a deadline, you recognise the importance and make sure the right people know about it.
• This role will suit someone who enjoys solving problems, helping people and bringing structure to a busy environment.

Working Arrangements

• Training will be provided on the internal platform, workflows and escalation procedures.
• Secure remote-working and data protection requirements must be followed at all times.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.