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Financial Services Operations Specialist

2 weeks ago


Brisbane, Queensland, Australia Visory Full time
About Visory

We empower SMEs to supercharge their back office by connecting them with experts. Our platform combines people and technology to provide a digital-first finance solution, allowing business owners to focus on growth.

Voted one of LinkedIn's top startups, we use a blend of expertise and automation to deliver high-quality financial services at scale. Our AI agent Delphi empowers our Marketplace of Experts to seamlessly serve customers.

Since launching in 2020, we have been a fast-growing startup company committed to reshaping how SMEs manage their financial operations.

The Opportunity

As the Expert Solutions Specialist, you will play a critical role in supporting and developing our marketplace of expert bookkeepers, ensuring they have the tools and knowledge to deliver excellent services. You will act as the Level 2 escalation point for the Expert Solutions help desk, providing technical support and operational guidance to ensure timely issue resolution and uphold service quality standards.

This role fosters a strong Expert community, maintaining open communication, gathering feedback, and building a culture of collaboration and knowledge-sharing. Through process optimisation, training initiatives, and performance oversight, you will ensure Experts remain engaged and contribute to industry evolution.

Your Responsibilities:
  1. Act as the Level 2 escalation point for complex bookkeeping queries and operational issues.
  2. Provide expert-level technical support across multiple accounting platforms (Xero, MYOB, QuickBooks, and other third-party tools).
  3. Ensure timely issue resolution while maintaining service quality and efficiency.

You will develop and maintain a comprehensive knowledge library, create and deliver training materials, and identify opportunities for process optimisation to improve efficiency and consistency across the platform.

Requirements:
  • Professional qualification in Accounting, Finance, or a related field.
  • Strong knowledge of bookkeeping practices and financial reporting requirements.
  • Proficiency in accounting software (Xero, MYOB, QuickBooks). Experience with additional industry-specific third-party systems is advantageous.
  • Excellent written and verbal communication skills to effectively liaise with Experts and internal teams.
  • A customer-centric mindset with a strong focus on understanding and addressing Expert needs.
  • Proven ability to thrive in a fast-paced environment, managing shifting priorities with a positive and proactive attitude.
  • High level of attention to detail, with precision in tracking and documenting requests, ensuring compliance with processes, and maintaining accurate records.