WFH AML/KYC Customer Support & Entity Verification Specialist

BruntWork; Metro Manila; Remote; PHP 446,000 - 670,000; Part time

Benefits offered by this job

Permanent Work from Home

Immediate Hiring

Health Insurance Coverage for eligible

Job summary

BruntWork is partnering with a fast-paced technology business serving the Australian property industry to hire an AML/KYC Customer Support & Entity Verification Specialist. You will handle inbound enquiries, guide users through identity checks, and manage AML/KYC/KYB cases via Zendesk.

This remote, contractor role offers work hours aligned to Australian business days with training provided on internal systems.

Qualifications

• 2+ years in customer support or call centre roles.
• Experience with AML/KYC/KYB verification for UBOs and financial crime operations.
• Experience handling high volume inbound calls and inquiries.
• Strong spoken and written English with a professional phone manner.
• Proficient with Zendesk or similar CRM platform.

Responsibilities

• Handle a high volume of inbound customer and client calls.
• Identify customer needs and collect required information, including transaction details and contact information.
• Create accurate and actionable Zendesk tickets.
• Triage enquiries based on urgency, risk, deadlines, and customer impact.
• Escalate urgent or complex cases to the appropriate team.
• Provide customers with timely case updates.
• Guide customers through online forms, identity checks, and verification processes.
• Review and process AML, KYC, KYB cases involving individuals, companies, trusts, and other entities.
• Resolve routine enquiries independently once trained.
• Maintain accurate case notes and customer records.
• Help reduce abandoned calls, unresolved tickets, backlogs, and unnecessary escalations.
• Identify recurring issues and recommend process improvements.
• Follow privacy, data security, compliance, and remote-working procedures.

Skills

Customer support

Zendesk usage

English proficiency

Remote work

Compliance awareness

Tools

Zendesk

Job description

Overview

Our client is seeking a AML/KYC Customer Support & Entity Verification Specialist to support a fast-paced technology business serving the Australian property industry.

You will handle inbound customer enquiries, guide users through identity and AML verification processes, manage tickets, and ensure cases are resolved or escalated appropriately. As you gain experience with the platform and processes, you will independently manage routine customer enquiries and AML cases.

Schedule

• Monday to Friday, 9:00 AM–6:00 PM AEST

Responsibilities

• Handle a high volume of inbound customer and client calls.

• Identify customer needs and collect required information, including transaction details, property addresses, deadlines, and contact information.

• Create accurate and actionable Zendesk tickets.

• Triage enquiries based on urgency, risk, deadlines, and customer impact.

• Escalate urgent or complex cases to the appropriate team.

• Provide customers with timely case updates.

• Guide customers through online forms, identity checks, and verification processes.

• Review and process AML, KYC, and KYB cases involving individuals, companies, trusts, and other entities.

• Resolve routine enquiries independently once trained.

• Maintain accurate case notes and customer records.

• Help reduce abandoned calls, unresolved tickets, backlogs, and unnecessary escalations.

• Identify recurring issues and recommend process improvements.

• Follow all privacy, data security, compliance, and remote-working procedures.

Requirements

• At least 2 years of experience incustomer support, call centre operations, service delivery or a similar phone-based role.

• Previous experience in AML, KYC, KYB, identity verification for Ultimate Beneficial Owner (UBO) and financial crime operations.

• Experience handling a high volume of inbound calls and customer enquiries.

• Strong spoken and written English with a professional phone manner.

• Experience using Zendesk or a similar ticketing or CRM platform.

• Strong attention to detail and ability to maintain accurate case notes.

• Ability to remain calm when assisting frustrated, confused, or anxious customers.

• Strong judgement when resolving or escalating cases.

• Ability to quickly learn new software, processes, and compliance requirements.

• Windows OS computer, reliable internet connection, and a professional remote workspace.

• Availability to work Australian business hours.

Highly Regarded

• Experience in financial services, property, conveyancing, banking, fintech, or legal industries.

• Understanding of individual, company, and trust verification.

• Experience supporting Australian customers or reviewing compliance documents.

• Experience working in a fast-growing technology or software business.

• Availability to work weekends or a Wednesday-to-Sunday schedule.

Working Arrangements

Training will be provided on internal systems, workflows, and escalation procedures. The successful candidate must follow all secure remote-working, privacy, data protection, and compliance requirements.

Independent Contractor Perks

• Permanent Work from Home

• Immediate Hiring

• Health Insurance Coverage for eligible locations

One application, multiple possibilities:

When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.