KYC Administrator

Who Are We?

Oolio Group is an Australian owned SaaS (Software as a Service) company supplying leading-edge payments and point of sale (POS) products to customers in Australia and New Zealand. We have a presence in all major Australian cities as well as offices in the UK, USA, and New Zealand. The business is entrepreneurial, growth focused and successful.

We are currently looking for an Administrator with “Know Your Customer (KYC)” experience to join our existing team of three. A highly organized person who can multitask with ease. Our ideal candidate will have 2 years' experience in a call center, or as an administrator. You should also be familiar with office software (e.g. MS Office), including word processors, spreadsheets and CRM systems.

Your responsibilities:

• Handled KYC onboarding processes, including reviewing applications and facilitating customer onboarding
• Provided support for KYC-related inquiries and resolved associated support tickets
• Support the team by acting as the first point of contact for any queries on the KYC Onboarding process.
• Carry out administrative duties as required to ensure the team's effective operation, such as maintenance records, email and updating CRM systems.
• Provide excellent customer experience whilst also having the ability to handle objections through providing information to customers.
• Ensuring a simpler and faster onboarding experience for customers by delivering a timely and efficient service, which aligned with service level agreements and call performance metrics.
  A mix of inbound & outbound calling as well as written communication to clients & reviewing documentation to enhance clients’ KYC files.
• Answer incoming support calls professionally and efficiently.
• To investigate and liaise with customers and stakeholders on chargeback cases and KYC-related support tickets.

We are looking for:

• Familiarity with KYC (Know Your Customer) processes, including onboarding and documentation review, is preferred.
• Strong communication skills, both written and verbal, to handle inbound/outbound calls and client correspondence effectively.
• Proficiency in using CRM systems and maintaining accurate records.
• Customer service experience, with the ability to deliver a high-quality client experience and resolve objections.
• Ability to manage and prioritize administrative tasks, ensuring smooth team operations.
• Problem-solving skills to investigate and resolve KYC-related support tickets and chargeback cases.
• Attention to detail in reviewing customer documentation and updating client records.
• Team-oriented mindset, capable of supporting colleagues and acting as a first point of contact for internal queries.
• Time management skills, ensuring tasks are completed efficiently and within SLAs and performance metrics.
• Adaptability to handle a mix of tasks, including calls, written communication, and documentation review in a fast-paced environment.
• Amenable to working onsite on a permanent basis.
• Candidates with no KYC experience are also welcome to apply.