The Chief Operations & Risk Office (CORO) is responsible for the delivery of our core services and the management of all operational and risk functions. The team ensures a seamless and efficient experience for our customers, from onboarding and support to payment processing and fraud prevention, driving reliability and scalability as we grow.
Job Description
Application Support Officer
Your mission: As an Application Support Officer, you will execute end-to-end operational activities for SMB merchant acquisition and onboarding, ensuring seamless customer experiences from contract generation through account activation.
Reporting to the SMB Onboarding & Application Support Manager, you will serve as a key operational support resource, handling customer inquiries, managing escalations and collaborating with offshore teams to deliver consistent, high-quality service within agreed SLAs and quality targets.
Areas of Responsibility
- Operational Execution & Customer Support
- Case manage applications where required to ensure efficient onboarding.
- Handle incoming application-related enquiries and requests within agreed SLAs.
- Provide first-level support for application processes and serve as initial escalation point for customer complaints and issues.
- Deliver exceptional customer service through professional, timely and accurate responses.
- Handle outbound and inbound customer calls to communicate document requirements for applications.
- Quality & Compliance Management
- Adhere to individual KPIs and service level agreements for application processing and customer response times.
- Ensure compliance with regulatory requirements impacting the Application Support function.
- Maintain accurate documentation and records for all customer interactions and application activities.
- Follow established quality standards and procedures for consistent service delivery.
- Process Improvement & Problem Resolution
- Analyse root causes of errors, rework and customer complaints to identify improvement opportunities.
- Provide recommendations for process enhancements to minimise customer impact and drive operational efficiency.
- Deliver autonomous and collaborative solutions in response to complaints and escalation drivers.
What you’ll need
Skills And Experience
- Proven experience in a customer service, application processing or operational support role, preferably in the fintech or related industry.
- Experience working with offshore teams or in multi-location operations environments.
- Familiarity with merchant services, onboarding processes or application support functions.
- Proficiency in Microsoft Office suite and customer management systems.
Attributes
- Commitment to delivering exceptional customer service and building positive relationships.
- Results oriented with a drive to meeting individual and team targets with accountability for delivery.
- Strong interpersonal and organisational skills with the ability to work effectively with diverse stakeholders and offshore teams, while maintaining quality standards.
- Excellent written and verbal communication / a valuable communicator.
- Strong attention to detail and accuracy when reviewing documents.
- Analytical mindset with ability to identify issues and problem solve.
- Ability to learn and adapt to new systems, processes and product updates.
Qualifications
- Relevant tertiary qualification in Business, Administration, or related field is desirable.