Customer Support and AML Operations Specialist (AML)

Location: Remote, with working hours aligned to the Australian time zone: 9:00 AM–6:00 PM AEST, Monday–Friday or Wednesday–Sunday.

Company

hirify.global provides remote staffing and operational support services for businesses, including technology companies serving the Australian property industry.

What you will do

• Answer a high volume of inbound calls and provide clear, professional customer support.
• Collect transaction details, property information, deadlines, and contact data, then create accurate Zendesk tickets.
• Triage enquiries by urgency, risk, and customer impact, escalating complex or time-sensitive cases appropriately.
• Guide customers through online forms, identity checks, and verification workflows.
• Review AML, KYC, and KYB cases involving individuals, companies, trusts, and other entities.
• Maintain complete records, resolve routine issues independently, and recommend process improvements.

Requirements

• At least two years of experience in customer support, call centre operations, service delivery, or a similar phone-based role.
• Availability to work Australian business hours.
• Strong spoken and written English required.
• Experience handling high-volume inbound calls and using Zendesk or a similar ticketing or CRM platform.
• Strong attention to detail, sound escalation judgement, and the ability to remain calm with frustrated or anxious customers.
• Windows OS computer, reliable internet connection, and a professional remote working environment required.

Nice to have

• Experience in AML, KYC, KYB, identity verification, or financial crime operations.
• Background in financial services, property, conveyancing, banking, fintech, or legal client support.
• Experience reviewing compliance documents or supporting Australian customers.
• Availability for weekend or Wednesday–Sunday schedules.

Culture & Benefits

• Permanent work from home as an independent contractor.
• Training provided on the internal platform, workflows, and escalation procedures.
• Secure remote-working and data protection procedures must be followed.
• Health insurance coverage is available for eligible locations.
• Immediate hiring and a structured application process with assessment questions, a technical check, and a voice recording.