Client Operations Specialist, Registry Services

**What makes us, us**

Established in 1840, we're Australia's first member-owned wellbeing company, delivering health, wealth and care services to more than 700,000 Australians. Today, while we've grown to a company of more than 7000 employees, our focus remains the same as it was 180 years ago — to deliver Real Wellbeing for our customers, members and the community.

We support your Real Wellbeing so you can better support our members' and customers' wellbeing journey

There are four key attributes that set us apart:

- **Good people**:We strive to set ourselves apart through the capability, warmth and expertise of our people.
- **Wellbeing experts**:Our breadth of capability enables us to provide smart solutions and services across all domains of wellbeing.
- **Long-term commitment**:As a member-owned company, we've been focusing on long-term outcomes and single-minded dedication to our members and customers since 1840.
- **Driving positive impact**: Everything we do is focused on making a positive difference at a personal, community and societal level.

These pillars are infused with our values of **bold, warm **and** honest**

**Our Opportunity**

Our Registry Team has an exciting opportunity for a Client Operations Specialist to join their small, close-knit team. Within the Wealth & Capital Markets Business located at our head office in Melbourne, this role will provide support to the day-to-day service delivery of the Wealth & Capital Markets outsourced registry vendor Iress. The Client Operations Specialist pleays a critial role for the team and business ensuring excellence in administration and customer service delivery to the Wealth & Capital Markets client's by providing support to, and working closely with Iress, assisting to resolve escalated issues from Iress and proactively managing communication between Iress and internal stakeholders as well as providing accurate and timely reporting to internal stakeholders.

**What you will do**
- Act as a conduit between Iress and Wealth & Capital Markets with regards to registry or client service matters
- Develop and maintain a deep understanding of existing operational processes (Iress processes) to effectively manage escalations from Iress on a range of issues including financial transactions, complaints and incidents
- Investigate and resolve additional customer requests/remediation as required
- Anticipate customer (internal/Iress) needs, consistently provide a high level of service in all dealings with stakeholders
- Meet service deliverables relating to internal stakeholder reporting
- Participate in and support business projects as required
- Grow, support and imbibe a sense continuous improvement, collective problem solving and sharing new ways of delivering

**What we are looking for**
- Demonstrated experience in the Australian financial services industry in a registry operations role
- Some understanding of legal and compliance structures impacting investors such as Anti Money Laundering; FATCA; Automatic Exchange of Information Guidance
- Proven experience with, and enjoyment in, developing relationships with internal and external stakeholders
- A strong work ethic and passion for excellence in customer service with demonstrated involvement in continuous improvement to enhance the customer experience
- Strong Attention to detail, ability to prioritise tasks and work to deadlines
- Strong communication skills both verbal and written

**Our Benefits**

You will enjoy a range of great employee benefits and rewards including:

- Competitive Remuneration and variable bonus
- A range of attractive product and service discounts from Australian Unity's Retail and Wealth Management portfolio - including health insurance and banking products
- Flexible Working Arrangements including Work-From-Home days with a real work-life balance
- Available access to LinkedIn Learning courses through our great Learning platform
- Additional paid Wellbeing and Volunteer leave days yearly

**Where to from here?