Customer Care Specialist
Hatch
Customer Service
Australia · Sydney, NSW, Australia · Macquarie Park NSW 2113, Australia · Davao City, Davao del Sur, Philippines
Posted on Feb 24, 2026
This is a Customer Care Specialist role with Cuscal Limited based in Sydney, NSW, AU
== Cuscal Limited ==
Role Seniority - junior, mid level
More about the Customer Care Specialist role at Cuscal Limited
Company Description
Our client’s success is our success. And you make it happen!
Payment systems are complex, regulated and ever-changing. And, while we may be small, we’re at the forefront of innovation punching above our weight. We’re enabling the future for our clients through tech like NPP, buy now, pay later, and open banking.
Our product teams are the eyes and ears of Cuscal. They’re client-focused relationship managers, serving everything from business development, marketing, fraud, and customer support. They work out what clients need, so we can build it and launch it - Often, in months, not years.
Job Description
We are looking for a Customer Care Specialist to join our team.
A Customer Care Specialist's role is to protect the financial wellbeing of our client's customers and minimise fraud losses. Customer Care Specialists achieve this by providing exceptional customer service when interacting with our client's customers through inbound and outbound phone calls as well as ensuring all alerts and necessary escalations of potential fraud cases are completed in a timely manner.
About The Role
About You:
Essential
What’s it like to work here?
As well as good pay and a great culture, we back our employees by helping them work towards industry-recognised qualifications, using online learning, training modules and career planning tools for you to grow with us. We are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of financial, lifestyle, health & wellbeing benefits.
How do you Apply?
Start here. Just click on the APPLY button.
If you think this role is the right fit for you, we invite you to apply. Let’s explore who you are and what drives you. We’d love to share our vision for the future of payments sector. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert.
Cuscal does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Cuscal employee, location or address.
Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Cuscal Limited team will be there to support your growth.
🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢
Key Responsibilities
A Final Note: This is a role with Cuscal Limited not with Hatch.
== Cuscal Limited ==
Role Seniority - junior, mid level
More about the Customer Care Specialist role at Cuscal Limited
Company Description
Our client’s success is our success. And you make it happen!
Payment systems are complex, regulated and ever-changing. And, while we may be small, we’re at the forefront of innovation punching above our weight. We’re enabling the future for our clients through tech like NPP, buy now, pay later, and open banking.
Our product teams are the eyes and ears of Cuscal. They’re client-focused relationship managers, serving everything from business development, marketing, fraud, and customer support. They work out what clients need, so we can build it and launch it - Often, in months, not years.
Job Description
We are looking for a Customer Care Specialist to join our team.
A Customer Care Specialist's role is to protect the financial wellbeing of our client's customers and minimise fraud losses. Customer Care Specialists achieve this by providing exceptional customer service when interacting with our client's customers through inbound and outbound phone calls as well as ensuring all alerts and necessary escalations of potential fraud cases are completed in a timely manner.
About The Role
- Handle customer interactions via inbound and outbound calls, ensuring excellent customer service.
- Accurately and timely complete outputs from fraud detection systems, addressing all alerts and fraud cases as needed.
- Liaise with internal departments to assist in the mitigation of fraud
- Proactively analyse transactional data to identify fraud trends and risks.
About You:
Essential
- Previous experience providing customer support.
- Understanding of the key current and emerging financial crime risks and impacts
- An understanding of or a high-level interest in the key principles of financial crime management
- Availability to work ~38 hours per week on a rotating 7 day roster
- Previous experience working in a Customer Support environment
- Sound knowledge of card related product (credit / debit cards, proprietary cards)
- Experience with Card Fraud Detection tools
What’s it like to work here?
As well as good pay and a great culture, we back our employees by helping them work towards industry-recognised qualifications, using online learning, training modules and career planning tools for you to grow with us. We are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of financial, lifestyle, health & wellbeing benefits.
How do you Apply?
Start here. Just click on the APPLY button.
If you think this role is the right fit for you, we invite you to apply. Let’s explore who you are and what drives you. We’d love to share our vision for the future of payments sector. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert.
Cuscal does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Cuscal employee, location or address.
Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Cuscal Limited team will be there to support your growth.
🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢
Key Responsibilities
- 📞 Handling customer interactions
- ✅ Completing fraud detection outputs
- 🤝 Liaising with internal departments
- 🤝 Customer support experience
- 🔍 Understanding of financial crime risks
- 📊 Analytical skills
- 🏢 Experience in a customer support environment
- 💳 Knowledge of card products
- 🛡️ Experience with fraud detection tools
A Final Note: This is a role with Cuscal Limited not with Hatch.