Customer Support and Operations Specialist

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.
2. Transfer Processing
 Linking customer payments to transfers.
 Reviewing allocated funds on transfers.
3. 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.
4. 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!