Overview

Our client is seeking a Customer Support & AML Operations Specialist to support a fast-paced technology business serving the Australian property industry.

You will handle inbound customer enquiries, guide users through identity and AML verification processes, manage tickets, and ensure cases are resolved or escalated appropriately. As you gain experience with the platform and processes, you will independently manage routine customer enquiries and AML cases.

Schedule

• Monday to Friday, 9:00 AM–6:00 PM AEST

Responsibilities

• Handle a high volume of inbound customer and client calls.
• Identify customer needs and collect required information, including transaction details, property addresses, deadlines, and contact information.
• Create accurate and actionable Zendesk tickets.
• Triage enquiries based on urgency, risk, deadlines, and customer impact.
• Escalate urgent or complex cases to the appropriate team.
• Provide customers with timely case updates.
• Guide customers through online forms, identity checks, and verification processes.
• Review and process AML, KYC, and KYB cases involving individuals, companies, trusts, and other entities.
• Resolve routine enquiries independently once trained.
• Maintain accurate case notes and customer records.
• Help reduce abandoned calls, unresolved tickets, backlogs, and unnecessary escalations.
• Identify recurring issues and recommend process improvements.
• Follow all privacy, data security, compliance, and remote-working procedures.

Requirements

• At least 2 years of experience in customer support, call centre operations, service delivery, or a similar phone-based role.
• Experience handling a high volume of inbound calls and customer enquiries.
• Strong spoken and written English with a professional phone manner.
• Experience using Zendesk or a similar ticketing or CRM platform.
• Strong attention to detail and ability to maintain accurate case notes.
• Ability to remain calm when assisting frustrated, confused, or anxious customers.
• Strong judgement when resolving or escalating cases.
• Ability to quickly learn new software, processes, and compliance requirements.
• Windows OS computer, reliable internet connection, and a professional remote workspace.
• Availability to work Australian business hours.

Highly Regarded

• Experience in AML, KYC, KYB, identity verification, or financial crime operations.
• Experience in financial services, property, conveyancing, banking, fintech, or legal industries.
• Understanding of individual, company, and trust verification.
• Experience supporting Australian customers or reviewing compliance documents.
• Experience working in a fast-growing technology or software business.
• Availability to work weekends or a Wednesday-to-Sunday schedule.

Working Arrangements

Training will be provided on internal systems, workflows, and escalation procedures. The successful candidate must follow all secure remote-working, privacy, data protection, and compliance requirements.

Independent Contractor Perks

• Permanent Work from Home
• Immediate Hiring
• Health Insurance Coverage

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.

Important Disclaimer

BruntWork never charges fees for applying or any part of the hiring process—it is 100% free. If you are ever asked for payment, please stop and report it immediately to our official email us through the ‘Contact Us’ form on our official BruntWork website.