Job Description
About the Team n
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 n
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.
Areas of Responsibility n
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Operational Execution & Customer Support
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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 Management
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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 Resolution
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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 Skills And Experience n
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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 n
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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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Strong 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 valuable 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 n
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Relevant tertiary qualification in Business, Administration, or related field is desirable.
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