Service Desk Support

3 days ago

Sydney, New South Wales, Australia AJQ Full time $60,000 - $90,000 per year

AJQ Consulting is a leading provider in the delivery of Information Technology & Professional Services.

Our success is built on our team.

We are proud to be partnering with an Australian pioneer in Banking Solutions, they are at the forefront of providing innovative solutions. We are looking for Customer Service Associates to join our team on a 6 months contract basis in Sydney.

This is an opportunity to bring your expertise as a Customer Service enthusiast to work alongside a team solely dedicated to providing effective banking solutions to Australians.

About the role:

The Customer Service Associate will be responsible for handling customer interactions related to KYC (Know Your Customer) remediation through inbound and outbound calls. The role requires managing customer queries, verifying and updating KYC details, and taking appropriate actions such as unblocking accounts, while ensuring compliance with regulatory guidelines and internal service standards.

Key Responsibilities:

  • Handle inbound and outbound calls to support KYC remediation activities.
  • Verify and update customer information as per KYC norms and compliance requirements.
  • Contact customers to obtain missing or updated KYC documentation.
  • Manage account unblocking requests based on verification results or compliance alerts.
  • Ensure all customer interactions are handled with accuracy, professionalism, and confidentiality.
  • Work within tight schedules and daily productivity targets, maintaining a high level of efficiency.
  • Accurately document all call outcomes and update systems in real-time.
  • Escalate complex cases or exceptions to the relevant support teams.
  • Comply with internal processes, data security, and quality standards.
  • Maintain awareness of current regulatory and process changes.

Required Skills and Qualifications:

  • Any bachelor's degree or equivalent qualification preferred.
  • 1–3 years of experience in a call centre operations or banking process (preferably KYC, AML, or customer verification).
  • Strong communication skills (verbal and written).
  • Ability to work under pressure and meet tight deadlines.
  • Excellent attention to detail and data accuracy.
  • Good computer literacy – experience with CRM tools and MS Office applications.
  • Willingness to work in rotational shifts as per business requirements.

Key Competencies:

  • Customer-focused with strong problem-solving skills.
  • Time management and multitasking ability.
  • High level of integrity and adherence to compliance.
  • Team player with a proactive approach.

Roster:

Our customers are at the centre of everything we do. To be there for them every step of the way we'll need you to commit to a rotating roster which operates between the hours of:

  • Monday - Friday
  • 8.00am-7.00pm
  • Please note no other leave can be taken during training

Also note that this role is a rotating roster which does not work well with face-to-face university timetables

To find out more about AJQ Group's Professional Services and other opportunities, please go to our website and follow us on LinkedIn: 

AJQ strives to be an inclusive workplace for all people. We recognise that we operate in a diverse community and welcome and encourage applications from all suitably qualified applicants.

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