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!