Where Commitment Meets Action

“I spend most of my day assessing and approving applications for Smartpay terminals so businesses can have the easiest set-up. We use the KYC (Know Your Customer) framework to really understand our customers [...] in line with ASIC and AUSTRAC compliance.

Understanding these checks has been a fascinating part of my job because they really make a difference in how we serve our customers. By carefully vetting [...], we're not just ticking boxes—we’re actually preventing potential issues before they pop up. It’s about ethics and being fair to merchants and their future customers too.

This means our clients get a smooth and reliable experience right from the start.”

“Whilst it may seem that onboarding tasks are very individual and KPI-driven, we are a supportive team. I love being able to share my knowledge with new team members or help colleagues [...], it’s all about uplifting everyone together. The more we share, the more we improve our speed, accuracy and customer service. Smartpay really encourages this, we’re not plugged into our computers every second of the day. We can see the bigger picture and work as a team.”

“I take pride in improving our communication between onboarding and the sales team. They never just sell a Smartpay solution and then hand off the account to another person without care. We work hand in hand to ensure the customer gets exactly what was promised to them in the timeframe we gave them. We ensure the sales team is clear on the documentation we need from the start so there is no back and forth for the customer.

I love staying up to date with compliance guidelines too. I like to make sure our internal processes are accurate and clear. Every time there is a change, we are quick to communicate with all the teams so we are on the same page.“

“The Smartpay solution promises businesses that they can take payments anytime, anywhere. We’re the ones who make that happen as quickly as possible for them and that’s pretty cool.

We have an official 3-day SLA but my team takes the challenge to complete applications the same day they arrive on our desk. Our goal is to dispatch the terminal the very next day. If[...] something is pending for further compliance checks then it doesn’t just sit in a computer ticketing system. We proactively manage that pending application until it is clear. It makes me happy to see the pending list cleared. I feel ahead of the game compared to any other business I have worked in.” 

“I have been in the Financial Services industry carrying out investigative roles for almost eight years. My roles have included senior customer service and fraud monitoring specialist for two of Australia's big four banks.

I love diving deep into financial assessments. I know I have a can-do attitude [...] because money affects people's lives every day. It helps them live and it keeps businesses afloat.

There’s a ripple effect of who your work reaches. Whether it’s an internal team waiting on you or the business applying for an EFTPOS terminal.

Combining my customer service experience with my love of analysing has helped me find a job I love and can add value to. None of my experience has ever gone in vain [and] it pushes me to keep improving in an industry I love.”

“One day, I was assessing an application and I noticed they had an additional partner’s name on their medicare card. From my fraud experience, I know that sometimes you have to widen your investigation beyond the main applicant. At the time, we did not have this procedure at Smartpay but I had a bit of a psychic moment and just felt in my gut that we needed to, so I decided to do a background check of the partner on the ID.

This partner had been involved in a wide range of scams and had stolen money from a lot of customers for his own gain. This was a huge catch as this person was associated with the main applicant and could have gone on to use our Smartpay terminals for further scams.

[...] I made sure we changed our Smartpay checks to include any partner affiliated with the main applicant. We trained the whole team on it and amended our processes too!

It just really showed that we have a responsibility to protect people’s money. The checks are there not only for the merchants applying but members of the public too. They trust that when they use a Smartpay terminal, it is secure. I feel passionate [...] because of this, we can’t let our terminals be used to fraud anyone! I’m so proud that I was able to stop this from happening.

It’s why I love what I do. In my normal everyday life, I’m told I’m too analytical. In Smartpay, I can put that skill to use. It keeps me going.”

“From working in the banks, what I really love about Smartpay is that they make everything so easy. From internal processes to the solution we offer for the customer, if it can be streamlined and simplified, it will be.

At the bank, every process is complicated. I think it’s because the focus is on internal stakeholders first. At Smartpay, the focus is the customer, both internal, as in the team, and external. We don’t waste time on unnecessary jargon or micro-managing every tiny process. The work culture is supportive and team-driven, which then feeds out to our customers.

Also, at the big banks, every part of the customer journey is on a system somewhere. There could be thousands of pending alerts in compliance checks. Whereas with Smartpay, a person is actively assigned to a pending check and does everything to complete the application. It’s never just sat as a ticket waiting for another team member to look at it. I really love that, and it makes me feel happy and successful every day.

The bank thinks first about the bank, Smartpay thinks first about the customers.”