Customer Support Representative

You will support members by email, chat, and phone, resolving questions about accounts, products, transactions, deposits, withdrawals, and identity verification. You will manage complaints, document insights, follow financial-services requirements, and use AI support tools to improve response quality.

Responsibilities

• Handle member enquiries via email, chat, and phone
• Resolve account-specific issues involving deposits, withdrawals, updates, and identity verification
• Manage complaints and feedback and escalate them appropriately
• Provide accurate support using product knowledge and internal systems
• Share member feedback to support product and operational improvements
• Maintain compliance with financial services regulations, ASIC guidance, and policies
• Use AI-powered support tools to improve enquiry resolution and response quality