OPERATIONS SUPPORT OFFICER

About The Client

An Australian-based global company backed by the Leap-Info Track Group specializing in payments and financial service products designed and built specifically for the legal industry. Our services fundamentally change the way law firms operates by making legal services more accessible, and affordable for their client.

The main office is based in Sydney, Australia but our broader team is distributed around the country and globally including the CA, US and the UK.

Our Mission: To resolve cash flow stress for law firms around the world

Our Vision: To bring a comprehensive range of payment and finance products to law firms so they can:

• Offer clients the best payment and financing options
• Increase billing
• Get paid faster
• Reduce investment in WIP/ receivables
• Have better access to funding for growth

We are a diverse team with an amazing team culture that is defined by our values of Happy Clients, A Shared Vision, Pride in Quality, People First, and Determined to Succeed.

The Opportunity

We are seeking an organized and detail-oriented AU Operations Support Specialist to provide efficient daily and end-of-month support for operations in our Australian Region. This role involves managing customer communications, maintaining accounts, processing bank data, and handling various end-of- month tasks related to billing and account closure. The ideal candidate will be proficient in email and phone support, account maintenance, and data reconciliation to ensure smooth business operations.

This is a cross-functional role that oversees a broad range of responsibilities including administrative support.

Key Responsibilities:

• Represent the first point of contact for our clients needing assistance with our products and services 
• Daily inbound calls ensuring all calls are answered in a timely manner
• Initiate outbound calls to clients voice mail messages or call back request
• Ensure that Salesforce assigned cases are responded to within the KPI time frame
• Proactively follow up on outstanding cases to ensure timely resolutions of cases.
• Work closely with the operations manager to achieve business needs, goals, and objectives.
• Ability to operate and understand multiple platforms to effectively resolve client issues
• Provide support with administrative duties and responsibilities including but not limited to onboarding, maintenance, monthly billing, sundries, refunds, cancellations, and chargebacks.
• Acting as an ambassador of core values Happy Clients, a Shared Vision, Pride in Quality, People First and, Determined to Succeed

Key Responsibilities:

• Email Support (Daily): Provide prompt and professional email support to internal and external stakeholders, addressing inquiries and resolving issues in a timely manner.
• Phone Support (Daily): Handle incoming phone calls, providing support to clients and internal teams. Assist with troubleshooting and resolving any issues.
• Account Maintenance (Daily): Manage and update customer accounts as necessary. Ensure account information is accurate and up to date, and assist with resolving any discrepancies.
• SISS (Enabling Bank Data, EFT Receipting, etc.) (Daily): Process and enable bank data, including EFT receipting and related tasks to ensure accurate transaction records and smooth financial operations.
• EOM Sundry (End of Month): Assist with sundry tasks at the end of each month, including any additional reports, reconciliations, or support as required.
• Failed Billing (End of Month): Investigate and resolve any failed billing issues, working with internal teams and customers to ensure correct invoicing and payment.
• Hard Close (End of Month): Assist with the hard close process at the end of the month, ensuring all accounts are reconciled, transactions are completed, and any discrepancies are addressed.
• Work closely with the operations manager to achieve business needs, goals, and objectives.

Qualifications:

• Strong communication skills, both written and verbal
• Experience in customer service, preferably in operations or finance-related support
• Ability to manage multiple tasks with strong attention to detail and deadlines
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook)
• Knowledge of banking processes and data management systems is a plus
• Ability to work both independently and collaboratively within a team
• Salesforce Experience
• Previous experience in an operations support or finance-related role
• 'Previous experience working with Australian Client

Working Condition:

• Location: Fully Remote
• Term: 1 Year Contract
• Shift: Dayshift, AUS Time Zone, must be amenable to shifting schedule

About Outsource Accelerator:

Outsource Accelerator is the trusted source for independent information, advisory and expert implementation of Business Process Outsourcing (BPO). We are the #1 Outsourcing Authority and we offer the worlds leading aggregator marketplace for outsourcing.

We specifically provide the conduit between Philippines outsourcing suppliers and the businesses clients across the globe. We continue to provide world-class talent to help small and medium-sized enterprises successfully build their offshore team in the Philippines.