Support Analyst (Trust Accounting & Financials Support)
MRI Software is seeking a 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, delivering timely, accurate, 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 clients maintain accurate financial operations, ensuring trust accounting obligations are met, and enabling users to maximise the 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 and maintaining data integrity
Guide users on correct use of Vault CRM financial workflows and processes
Identify gaps 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 required
Maintain detailed and accurate records of all client interactions within the ticketing system
Identify recurring 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; 3–5 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
Strong organisational skills and ability to stay detail-focused under pressure
Commitment to maintaining confidentiality 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!
About Us
From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!
Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.
We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.
At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.
Amazing growth requires amazing employees. Are you up to the challenge?
We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!
MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.
We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!