The team you’ll be joining
EML Payments is a global leader in payments transaction technologies, turning everyday interactions with businesses into exceptional experiences.
We are an ASX listed global tech company - and we run the everyday transactions that make your life easier. EML is an issuer and processor of prepaid financial cards, ranging from reloadable cards through to traditional, single-store gift cards. We run in the background behind gift card, salary packaging and employee rewards programs and our headquarters are located in Melbourne, Australia, with approximately 450 employees across Australia, North America, and the UK/EU. We serve clients in 27 countries, process transactions exceeding AUD120B annually, and are focused on delivering double-digit growth by FY27.
Our culture & values
Our team knocks the boring out of payments and we do it in our own unique way: having a ‘one team’ mentality, being open, honest and trusted, bringing awesome every day, and knowing that simplicity is genius! Our core values are One Team, Openness, Awesomeness and Simplicity.
Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.
What you’ll do
The Client Operations Coordinator plays a critical frontline role in delivering day-to-day operational support across the Client Operations function.
This role is responsible for managing service desk tickets, providing high-quality customer service, and supporting the timely resolution of client and operational queries. It works closely with internal teams to ensure smooth service delivery and a positive customer experience.
Success in this role is demonstrated through responsiveness, accuracy, strong customer service, and the ability to manage a high volume of requests in a fast-paced environment.
This is an entry-level role within Client Operations, with opportunities to build capability and gain exposure across multiple operational domains.
Key Responsibilities:
Service Desk & Customer Support:
- Manage incoming service desk tickets, including triage, resolution, and escalation where required
- Provide high-quality, timely support to internal and external customers
- Handle a combination of online ticket requests and phone-based enquiries
- Ensure all queries are resolved efficiently and in line with service expectations
Issue Resolution & Troubleshooting:
- Investigate and troubleshoot operational and client issues Identify root causes and work with internal teams to resolve issues
- Escalate complex or time-sensitive matters appropriately
- Maintain accurate records of issues, actions, and outcomes
Internal Coordination & Support:
- Liaise with teams across Customer Success, Product, Finance, Legal, Risk, and IT to resolve queries
- Support internal stakeholders with operational requests and enquiries
- Ensure clear communication and handover between teams where required
Administrative & Operational Support:
- Perform general administrative tasks to support the Operations function
- Assist with data collation, reporting requests, and tracking of customer activity
- Maintain accurate and up-to-date documentation and records
Customer Experience & Continuous Improvement:
- Identify trends or recurring issues and highlight opportunities for improvement
- Support initiatives to improve service delivery and customer experience
- Contribute positively to team culture and collaboration
What you’ll bring
To succeed in this role, you will have:
- Previous experience in a customer service or administrative support role
- Strong customer service skills with a focus on delivering positive outcomes
- Excellent written and verbal communication skills
- Strong organisational skills and attention to detail
- Ability to manage workload independently and prioritise effectively
- A proactive, problem-solving mindset with a willingness to learn
- Ability to work in a fast-paced, evolving environment
- Experience with Microsoft Office (Word, Excel, PowerPoint) Exposure to payments, fintech, or financial services (desirable)
- Experience with data handling or reporting (desirable)
What we offer you
If you love what you do, you should love where you do it. We offer you:
- A salary commensurate with your skills, experience and market benchmarks.
- Participation in the company bonus scheme.
- A flexible hybrid working culture where you’re empowered to work in a way that suits your lifestyle.
- Additional leave including our Take 5 extra annual leave program, birthday leave and two days of volunteer leave per year.
- Parental support including up to 12 weeks of fully paid parental leave.
- Growth and development opportunities including access to funding for professional memberships, certifications, conferences and more.
- A culture that values collaboration, learning and continuous improvement.
- A global business landscape that connects you with colleagues working throughout Australia, UK, North America and Europe.
Our commitment to Equal Employment Opportunity
Integrated into our Core Values is EML's commitment to diversity, equity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and empowered to reach their full potential.
We believe in understanding and respecting differences. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at EML has an ongoing responsibility to respect and support a globally diverse environment.
