At CoinJar, we have provided cryptocurrency services to Australians for over a decade. Our operations ensure that all interactions, including the handling of personally identifiable data, fund transfers, and account usage, comply with regulatory requirements. Adhering to anti-money laundering (AML) legislation by conducting efficient customer onboarding and ongoing monitoring is an integral part of our business.

As the Financial Crime Support Officer, you will finalise customer onboarding, escalate matters to the financial crime team, and take proactive measures to prevent fraud and safeguard CoinJar's customers.

This full-time role is on a 6-month contract with the potential to move to permanent, offering a hybrid work arrangement between our Melbourne CBD office and your home

Responsibilities

• Conduct outbound calls to new & existing customers during onboarding and throughout the relationship.
• Document call outcomes and update customer records accurately.
• Work closely with the Financial Crime Team to relay important customer information and support ongoing compliance efforts.
• Assist the Financial Crime Operations Team as necessary.

• Minimum of 1 year experience in a similar role
• Excellent verbal communication and interpersonal skills
• A proactive approach to identifying and resolving issues
• Attention to detail
• Ability to work in a team environment

• Flexible working conditions (hybrid, work from home)
• Training & development

Join Centorrino Technologies: Innovate, Grow, and Thrive with Us!

At Centorrino Technologies (CT), we’re more than just tech—we’re a community that goes beyond expectations. We’ve been recognised as a Great Place to Work in 2024 and one of the Best Places to Work Medium Size in Australia for 2024, with an outstanding eNPS score of 68. And we’re not stopping there.

We’re excited by the fact our team is continuing to expand. And, as we continue to grow, we’re on the hunt for a Desktop Support Officer to join our team to deliver high quality, onsite technical support to our customers. The role is full-time and will require you to be onsite at our customer site.

Your role will be to provide friendly and knowledgeable support to customers with a positive, can-do attitude. You will have the opportunity to interact with a wide array of technology which includes both mac and pcs, tablet devices, server systems, network infrastructure and voice platforms although the bulk of the server and network elements will be managed by our specialist teams.

Here's what you'll be doing:

• Ensuring the smooth day to day operations of the customers operations.
• Personable with end-users developing a friendly bond with customers.
• Collaborating with your colleagues to determine any processes that requires improvement or can be handled more efficiently.
• Seeking customer feedback on your performance and take an active approach in attempting to continuously improve these results.
• Identifying problems or requests which don't have an existing process and collaborate with your peers to develop and implement one.
• Ensuring documentation and procedures are always up to date.
• Taking ownership of day-to-day technology issues and dealing with external 3rd party organisations.
• Collaborating with your peers in other teams across our business to ensure a successful outcome for the customer.

Here’s what you’ll bring:

• A passion for providing exceptional customer service, demonstrated through your ability to help people fix technical issues with their computers and other technology devices – even with your own family's devices.
• A keen interest in technology and a strong desire to ensure that all technology is functioning optimally. You will be willing to learn new technology solutions and concepts to confidently liaise with staff and external vendors.
• Effective communication skills when troubleshooting technical issues. You will be able to remain calm and articulate, providing clear explanations of the problem and preventative measures.
• A positive attitude and can-do mindset, fostered by your proven track record of helping others resolve technical issues.
• Excellent verbal and written communication skills, allowing you to effectively communicate with a wide range of stakeholders.
• Flexibility in handling unusual situations, such as staying back later or adjusting work schedules, to accommodate out-of-the-ordinary circumstances.

Why You'll Love Working Here:

Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why:

• Hybrid working with team anchor days to support collaboration.
• Extensive training and development opportunities that enable continual growth as part of your career planning.
• Extensive discounts and benefits to maximise your money.
• A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs. 
• Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.

CT celebrates diversity and enables every voice to be heard as we drive to create the world we want. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.

Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.

As a Collections Officer, you will focus on managing overdue accounts through direct communication with customers. Your primary responsibilities will include making outbound calls and handling inbound inquiries to negotiate payment arrangements, address customer concerns, and manage account status updates.

What you’ll do: 

• Manage your own portfolio of accounts by making outbound calls and responding to inbound inquiries to negotiate payment plans and resolve account issues.
• Work with customers to agree on feasible payment plans that aim to bring overdue accounts back into good standing.
• Assess accounts for potential caveats and manage related administrative tasks.
• Handle financial hardship cases, including assessing Statements of Financial Position and providing suitable solutions.
• Maintain and update accurate records of customer interactions, payment arrangements, and account statuses.
• Monitor and follow up on payment promises to ensure compliance and timely resolution of overdue accounts.
• Address customer concerns and provide clear explanations of payment options and account status.
• Identify and report any issues or challenges to the Collections Manager

As a Senior Collections Officer, you will negotiate payment plans, manage overdue accounts, assess for legal escalation, and handle financial hardship cases. You’ll also oversee accounts in liquidation or bankruptcy, address escalations, and maintain compliance with debt collection laws while collaborating with the team.

What you will be doing:

• Work directly with customers to negotiate affordable and sustainable payment arrangements that aim to bring overdue accounts back into good standing.
• Employ skip tracing techniques and tools to locate customers
• Conduct thorough reviews of accounts, analysing payment histories, previous collection efforts, and current financial status to determine the best course of action for recovery.
• Assess when accounts should be escalated to external solicitors or collection agencies for legal action. Prepare and present supporting documentation, including payment history, due diligence, and any efforts made to resolve the debt before escalation.
• Evaluate and manage financial hardship cases, conducting Statements of Financial Position and determining the best solutions for both the customer and the business.
• Handle administrative tasks related to accounts under liquidation or bankruptcy
• Be the first point of contact for escalated cases, resolving complex or sensitive customer issues with professionalism and expertise.
• Collaborate effectively with team members to provide guidance on challenging accounts.
• Maintain accurate and detailed records of customer interactions, payment plans, and legal processes. Regularly report on account statuses, escalations, and recovery progress to the Collections Manager and Head of Collections.
• Stay informed of relevant laws and regulations related to debt collection, bankruptcy, and financial hardship to ensure all actions comply with industry standards.