Job Description:

Certainty Compliance provides compliance services to the financial services and energy sectors. Our clients range from start-ups to global household names. We help our clients get licensed in financial services in Australia and stay compliant using our ComplianceManager (compliance as a service) products. We work flexibly, generally remotely, and completely online using our team software for constant communications.

The purpose of this role is to provide exceptional administrative support to our Compliance Associates and, therefore, our clients. It is a team-based role. Your key responsibilities will be keeping client projects’ administratively up-to-date and supporting clients’ senior employees through a system-based verification process. More broadly, as part of the client support team, you will add to, maintain, and induct new team members in these administrative workflow processes.

All tasks are set, supported, documented, and completed in Certainty’s client project software system. Your attention to detail, file management skills, timely updates of task communications, collaborative approach to teamwork, and patience with busy professional team members and clients will underpin your success in this role. You will excel at engaging people, clearly explaining the ‘what and why’ of the verification process, respecting their scarce time, tackling issues quickly, and offering alternative ways to resolve concerns.

About you

Excellent communication skills.

Confident corresponding with enterprise clients at management and executive level.

Resilient, comfortable with change and working remotely.

Fast learner who is curious and wants to expand their skills and expertise.

Passion for maintaining standards of work and using technology.

Responsibilities

Assist compliance associates to set up and maintain client task-based projects in our software, onboard clients and users, and provide internal training for clients in use of our systems and where to find instructions.

Provide exceptional support for clients to complete the identity check process via our client project system, chat, video conferencing, and telephone.

Organising internal and external events, and diary management support for the team.

Triage incoming communications to ensure they are actioned promptly.

Support our compliance associates’ team to maintain accurate and accessible client project contact lists and documentation in accordance with administrative systems, processes and policies

Collate documents and map them against a quarterly project status checklist as well as respond to ad hoc client queries.

Develop and improve identity check practice materials, training materials, FAQs and help documents.

Assist with testing and documenting new processes and automated workflows.

Assisting with website updates and management.

Minimum qualifications & skillset

A minimum of 2+ years’ experience in an administrative role in the health, financial, professional services, or compliance, preferably in a (largely) paperless systems-based office work environment.

Ability to work independently and monitor, address and/or escalate unforeseen issues within established policy and procedures.

A customer-service focus matched with an attention-to-detail mindset.

Strong written and verbal communication skills in business English.

Calm demeanour, and an ability to manage multiple tasks and follow up patiently.

Competent user of MS Office software and email systems (Outlook and Gmail).

Preferred qualifications & experience

Certificate or Diploma level in a bookkeeping, clerical, business administration, or similar discipline

Experience working in a start-up, professional services, consulting, or financial services environment where you are communicating with and supporting corporate clients.

Experience using client project management, support ticketing, or helpdesk software.

Experience updating a website using WordPress or other software.

Working with us

We are a small business that punches above its weight. As we grow, we want to maintain a collegiate team spirit. We value diversity. We apply project management disciplines to the way we work.

We embrace technology. We have a remote first work policy, so our main office is in the cloud. We have been successfully working from home since 2020. We aim to meet quarterly as a team to work on business process improvements.

We maintain offices in Melbourne, Sydney and access to coworking spaces for when working from home is not ideal. We do not require anyone to attend an office. We think the future is likely to be a blend of work from anywhere and limited in person meetings.

We give our people flexibility because we want them to bring their best selves. Most roles can scale up or down at your request for agreed periods with life's opportunities and challenges.

You must have the right to work in Australia and be physically located in Australia. As we work in regulated industries, the successful candidate will be required to complete background checks.

Employment Type

Full-time or part-time (minimum 30 hours per week), flexible working hours can be negotiated.