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
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

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
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)
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.

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!

Support Analyst – Trust Accounting, Financials Support

Key skills