Job Description

About the Team

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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.

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Job Description

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Application Support Officer

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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.

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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.

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Areas of Responsibility

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- Operational Execution & Customer Supportn n
- Case manage applications where required to ensure efficient onboarding.
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- Handle incoming application-related enquiries and requests within agreed SLAs.
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- Provide first-level support for application processes and serve as initial escalation point for customer complaints and issues.
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- Deliver exceptional customer service through professional, timely and accurate responses.
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- Handle outbound and inbound customer calls to communicate document requirements for applications.
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- Quality & Compliance Managementn

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- Adhere to individual KPIs and service level agreements for application processing and customer response times.
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- Ensure compliance with regulatory requirements impacting the Application Support function.
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- Maintain accurate documentation and records for all customer interactions and application activities.
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- Follow established quality standards and procedures for consistent service delivery.
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- Process Improvement & Problem Resolutionn

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- Analyse root causes of errors, rework and customer complaints to identify improvement opportunities.
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- Provide recommendations for process enhancements to minimise customer impact and drive operational efficiency.
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- Deliver autonomous and collaborative solutions in response to complaints and escalation drivers.
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What you'll need

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Skills And Experience

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- Proven experience in a customer service, application processing or operational support role, preferably in the fintech or related industry.
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- Experience working with offshore teams or in multi-location operations environments.
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- Familiarity with merchant services, onboarding processes or application support functions.
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- Proficiency in Microsoft Office suite and customer management systems.
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Attributes

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- Commitment to delivering exceptional customer service and building positive relationships.
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- Results oriented with a drive to meeting individual and team targets with accountability for delivery.
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- Robust interpersonal and organisational skills with the ability to work effectively with diverse stakeholders and offshore teams, while maintaining quality standards.
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- Excellent written and verbal communication / a good communicator.
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- Strong attention to detail and accuracy when reviewing documents.
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- Analytical mindset with ability to identify issues and problem solve.
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- Ability to learn and adapt to new systems, processes and product updates.
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Qualifications

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- Relevant tertiary qualification in Business, Administration, or related field is desirable.
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📌 Application Support Officer (Victoria)
🏢 ANZ Worldline Payment Solutions
📍 Victoria