Customer Support and Operations Specialist

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

ORBITREMIT LIMITED

JOB DESCRIPTION

JOB TITLE

Customer Support & Operations Specialist

PURPOSE

• To provide premium customer assistance and process customer transfers in a timely manner
• whilst observing and adhering to all relevant compliance guidelines.

SPECIFIC DUTIES & RESPONSIBILITIES

1. Customer Support & Service Advocacy

•  Inquiry Resolution: Manage omnichannel support (phone, email, chat), providing expert
• guidance on platform features and fund settlement timelines. Escalating concerns
• when they cannot independently be resolved.
•  Proactive Communication: Act as the primary point of contact for customers whose
• transactions are flagged, explaining required documentation or delays with professional
• empathy.
•  Service Growth: Educate users on money transfer products while achieving daily
• performance KPIs for response time and satisfaction.

1. Transfer Processing

•  Linking customer payments to transfers.
•  Reviewing allocated funds on transfers.

1. Transaction Monitoring & Compliance

•  Alert Management: Monitor real-time transaction queues to review and clear flags/alerts
• generated by the monitoring system.
•  Risk Assessment: Analyse customer behaviour against predefined AML rules and
• internal guidelines to determine if activity is consistent with expected patterns.
•  Clearance & Escalation: Clear routine alerts with documented rationales or escalate
• suspicious activity for senior compliance review.
•  Data Auditing: Maintain meticulous records of all actions taken on alerts, ensuring every
• comment is audit-ready and clear.

1. Process Improvement & Admin

•  System Optimization: Identify common flagging inconsistencies or "false positives" to
• help refine transaction monitoring rules and logic.
•  Complete KYC/Identity verification tasks.
•  Team Collaboration: Proactively monitor internal communication channels to align
• support eƯorts with shifting compliance requirements.

GENERAL DUTIES & RESPONSIBILITIES

•  Be punctual and work the hours and times specified.
•  Prioritise workload to ensure work of the greatest importance to the business is
• undertaken with urgency and to a high standard.
•  Support and help develop a positive workplace culture.
•  Demonstrate excellent interpersonal communication skills.
•  Responsibly manage all business resources within accountability levels.
•  Undertake all duties and responsibilities outlined in this job description and all other
• duties as required by the business.
•  Comply with all employment obligations.
•  Promptly undertake to complete all reasonable and lawful instructions and directions
• given.
•  Serve the business in good faith, promoting and protecting the business's best interests.
•  During work time, and such other times as may be reasonably required, dedicate all
• eƯort to the execution and fulfilment of the duties, responsibilities, obligations and
• instructions related to employment.
•  Demonstrate through own actions a commitment to Health and Safety at work when
• undertaking work or observing others in the workplace.

SKILLS, EXPERIENCE & EDUCATION

•  Excellent computing skills, including MS OƯice suite.
•  High level of verbal and written communication skills
•  Strong analytical skills with an eye for detail

SCHEDULE & AVAILABILITY

•  Standard Hours: 5-hour shifts between 8 AM – 9 PM.
•  Working Pattern: 5 days per week.
•  The Roster: Primarily Monday to Friday, with Saturday and Sunday shifts required on an
• as needed basis (days off provided during the week).
• Join the A-Team and experience the A-Life!