Customer Verification Specialist

WorkTrybe; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Sydney CBD office

Team events

Kitchen & snacks

Health & wellbeing initiatives

Job summary

OnDeck is seeking a Customer Verification Specialist in Sydney to verify customer information, confirm application details and complete pre-funding checks. The role supports robust funding decisions and requires strong communication, attention to detail and the ability to handle sensitive conversations.

Hybrid working in Sydney CBD with a convenient office, team collaboration and opportunities to contribute to process improvements and compliance.

Qualifications

• Experience in a phone-based customer-facing role.
• Strong communication skills and ability to manage sensitive conversations.
• Excellent attention to detail and critical thinking.
• Ability to identify inconsistencies and elevate concerns.
• Solid documentation and time management skills.

Responsibilities

• Conduct outbound calls with customers to confirm details and complete pre-funding checks.
• Review responses and docs, investigate inconsistencies and fraud indicators.
• Recommend applications for progression or elevate concerns when verification fails.
• Maintain professional handling of sensitive conversations and ensure positive customer experience.
• Document verification outcomes to support audit trails and compliance.
• Collaborate with Sales, Credit, Customer Care and Operations to resolve queries.

Skills

Phone-based role

Strong communication

Attention to detail

Identify inconsistencies

Documentation skills

Time management

Fraud prevention experience

Salesforce knowledge

Tools

Salesforce

Microsoft 365

Job description

Sydney CBD | Hybrid working

We're partnering with OnDeck, one of Australia's leading small business lenders, to find a Customer Verification Specialist to join their Operations team. You will play a critical role in protecting our customers and our business. As the final point of contact before funding, you'll verify customer information, identify inconsistencies and help ensure every application is ready for settlement. You will be naturally curious, confident on the phone and comfortable asking the right questions. You'll use your communication skills, attention to detail and sound judgement to identify potential risks and make informed decisions that support strong customer and business outcomes.

Who are we?

OnDeck is one of Australia's largest locally owned online small business lenders, helping thousands of Australian businesses access funding to support their growth through innovative technology and real-time business data. Recognised among Australia's Top 5 Employers for businesses with fewer than 100 employees for multiple years, we're proud of our collaborative, people-focused culture where hard work is recognised and success is celebrated.

What you'll do

• Conduct outbound calls with approved customers to confirm application details and complete pre-funding checks.
• Review customer responses and documentation, investigate inconsistencies and recognise potential fraud indicators.
• Recommend applications for progression or elevate concerns when verification requirements aren't met.
• Manage sensitive conversations professionally while delivering a positive customer experience.
• Document verification outcomes and decisions to support clear audit trails and compliance.
• Partner with Sales, Credit, Customer Care and Operations to resolve queries and improve processes.

What you'll bring

• Experience in a phone-based customer-facing role, including outbound calls.
• Strong communication skills and confidence managing sensitive conversations.
• Excellent attention to detail, critical thinking and decision-making skills.
• Ability to identify inconsistencies, follow processes and elevate concerns appropriately.
• Strong organisational, documentation and time management skills.
• Resilience, professionalism and a collaborative mindset.
• Experience in fraud prevention, customer verification, lending, financial services or quality assurance is advantageous, but not essential.
• Familiarity with Salesforce or Microsoft 365 is also beneficial.

Why OnDeck?

You'll join a growing fintech business where your work makes a real difference. We value ownership, collaboration, commercial thinking and continuous development, giving you the opportunity to build your expertise and contribute to meaningful outcomes.

You'll also enjoy:

• Hybrid working, with the option to work from home one day per week.
• A convenient Sydney CBD office.
• A friendly, energetic and supportive team culture.
• A fully stocked kitchen, snacks and drinks.
• Regular team events and health and wellbeing initiatives.
• Opportunities to learn, grow and make an impact.

Ready for your next move?

If you're curious by nature, confident in conversation and motivated by getting things right, we'd love to hear from you.