Support Analyst (Trust Accounting & Financials Support)

MRI Software isseekinga highly capable Client CRM Trust & Financials Support Agent to join our collaborative Vault CRM Support team. This role acts as a key point of contact for financial and trust accounting queries deliveringtimelyaccurate and professional support to users.

As a subject matter expert you will provide guidance on financial workflows best practices and compliance requirements within Vault CRM. You will play a critical role in helping clientsmaintainaccuratefinancial operations ensuring trust accounting obligations are met and enabling users tomaximisethe value of the platform.

This position requires strong problem-solving skills confident communication and deep product and financial process knowledge to deliver an exceptional client experience.

Key Responsibilities:

Trust Accounting & Financials Support

Provide expert support across core trust accounting processes including:

• Receipting of funds

• Disbursement of payments

• End-of-month reconciliations

• Commission structures sliding fee scales and financial calculations

• Advertising and marketing payment schedules

• Payments via third-party Pay Later providers (e.g. Rello Realty Assist)

• Integration with accounting software (e.g. Xero)

• Ensure compliance with all relevant trust accounting regulations and standards

• Support clients in resolving financial discrepancies andmaintainingdata integrity

• Guide users on correct use of Vault CRM financial workflows and processes

• Identifygaps or inefficiencies in processes and recommend improvements

Client Support & Issue Management

• Manage day-to-day client interactions ensuring a high standard of responsiveness and service

• Take ownership of complex issues driving them through to resolution with clear proactive communication

• Troubleshoot system and technical issues collaborating with product and engineering teams where

• Maintain detailed andaccuraterecords of all client interactions within the ticketing system

• Identifyrecurring issues or trends and contribute to continuous improvement knowledge base updates and process optimisation
  

Requirements and Desired Skills:

• Strong knowledge of trust accounting principles workflows and compliance requirements

• Experience with CRM and/or trust accounting systems

• Solid understanding of financial processes including receipting disbursement and reconciliation

• Familiarity with commission structures and fee calculations

• Experience with accounting software (e.g.Xero) and integrations

Core Capabilities

• Strong analytical and problem-solving skills

• High attention to detail and accuracy

• Excellent communication and stakeholder engagement skills

• Proven experience in a customer support environment (ideally within CRM or real estate software; 35 years preferred)

• Ability to manage complex queries and support high-value or enterprise clients

• Experience mentoring or supporting team members (desirable)

Technical & Professional Skills

• Real estate industry experience (highly desirable)

• Strong technical aptitude and ability to learn new systems quickly

• Intermediate to advanced MS Office skills (Excel Word Outlook)

• Ability to manage competing priorities and work both independently and collaboratively

• Strongorganisationalskills and ability to stay detail-focused under pressure

• Commitment tomaintainingconfidentiality of sensitive information

Benefits:

• Flexible working arrangements

• Annual performance-related bonus

• 6x Flexi Fridays: knock 2.5 hours off your day on a Friday

• Me Days: an additional 3 days of leave each year to qualifying employees

• Engaging fun & inclusive culture: check out the MRI Software APAC Insta feed and stories!