Finance and Client Service Officer

**Reports to: Client Service Team Leader**:
**Engagement: 37.5 hours**:
**Location: Crows Nest, Sydney**:
**Overview**:
If you’re looking to join a team of customer professionals to deliver exceptional service to our great clients - this could be an awesome role for you. Our clients are companies who support employee giving programs across Australia and New Zealand to benefit around 4,300 charities in both countries.

**About the role**:
Good2Give works with some of Australia’s leading companies and their employees, and our Client Service Team is at the core of our Customer Experience. You’ll be part of a small team of customer service specialists who provide support to our customers, the business, and our charity partners. Our services include workplace giving programs, philanthropic foundations, community grants programs, share giving, and raffles.

Experience with corporate client servicing, financial software, and an interest in technology will be highly regarded.

**About you**:
You’ll be curious, a quick learner, and have a bright and positive attitude.

As the face of Good2Give with our clients and their staff, it’s important that you have great written and verbal communication skills and an easy but professional manner. You’ll also enjoy building relationships within Good2Give, working closely with the Finance and Business Development teams.

Attention to detail is absolutely vital, as is a level of comfort with numerical analysis - we’re looking after our customers’ money and making sure it gets to the right charities and causes. We’ll train you in all the

compliance requirements but it’s important that you’re comfortable working in this environment.

You’ll have a minimum of three years’ experience in a similar role, and be comfortable using IT systems with a high level of competence with Microsoft Office including Excel. Experience of using Salesforce and Service Cloud or similar support ticketing systems would be an advantage.

We’re a supportive team, but we’re also a small business, so being able to work independently with initiative and enthusiasm is important. No day is the same, and you’ll enjoy the challenges this brings. Tasks which are common include:

- Providing level 1 product technical support to all clients and charities
- Assisting clients in arranging payments to their nominated charity recipients, ensuring compliance requirements and processing timelines are met, and procedures followed
- Conducting due diligence on potential donation recipients, from charities to individuals
- Creating and delivering reports and analysis for clients
- Performing desktop research from time to time on charities
- Maintaining customer service levels according to Good2Give’s standards
- Understanding the role customer service plays in creating a better customer experience and is able to actively contribute to improving this
- Administering our Workplace Giving programs which involves:

- Updating and confirming payroll deductions
- Ensuring funds received are reconciled with the client payrolls
- Training Payroll Managers on how to use Good2Give’s Workplace Giving Platform
- Fulfilling client donation and payroll reporting requests
- Supporting and trouble-shoot issues faced by charities and clients in using the Platform
- Following up on outstanding client payments
- Administering our Share Giving service which includes:

- Processing and verifying donations of shares and their associated charity nominations in Salesforce
- Supporting and trouble-shooting issues faced by ShareGift donors
- Ensuring compliance requirements and processing timelines are met, and procedures followed with a keen eye for detail
- Reconciling contract notes and funds received
- Administering the compliance requirements of our Raffle program
- Detailed research to understand and collate State government raffle requirements
- Key liaison with external Corporate partner to operate the raffle
- Lead the annual raffles end to end, including coordinating with all stakeholders