• Leading Industry Fund - recognised as a LinkedIn top 5 place to work
• Great opportunity to contribute in managing financial crime risks and regulatory compliance obligations
• Melbourne or Sydney Located 
• Hybrid Working - Blend of Office and  Home 

About Us

Established in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds.

We support nearly two million members, with around $75 billion of funds under management and are recognised as a responsible investment leader*. We believe when members understand and engage with their super, they’re more likely to get a better retirement outcome.

Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.

About the Job

This role will contribute to managing financial crime risks and regulatory compliance obligations at Rest. It includes triaging, investigate and resolving any unusual behaviour relating to financial crime matters including Anti-Money Laundering / Counter Terrorist Financing (AML/CTF), Sanctions, Fraud, Scams, Bribery and Corruption. 

Key Accountabilities and Responsibilities

• Investigate, resolve and respond to financial crime escalations received from the fund administrator or from within Rest (i.e. Transaction Monitoring, Name Screening and Unusual Activity reports);
• Gather and record required evidence to support reasonable grounds for suspicion of a financial crime (i.e., money laundering/ terrorism financing activities or organised crime) and articulate key recommendations;
• Escalate potential regulatory reporting matters and potential breaches (as required) to the AML/CTF compliance officer;
• Manage financial crime enquiries and escalations;
• Identify, manage and deliver continuous improvement opportunities, including policies and procedures;
• Deliver key financial crime processes in line with service, quality and compliance expectations.
• Maintain a current understanding of predicate crimes, money laundering and terrorist financing typologies, including changes to legislation and regulations, industry best practice, criminal typologies and developing trends;
• Facilitate financial crime training and awareness, and
• Maintain strong stakeholder relationships both internal and external;

We are seeking a skilled and experienced Business Analyst to join our team and play a pivotal role in building the future of payments within our business. As a Business Analyst, you will work closely with cross-functional teams, including product managers, developers, and stakeholders, to design and implement cutting-edge payment solutions that meet the evolving needs of our clients. 

What you’ll do: 

• Lead discovery sessions with stakeholders to understand business requirements and translate them into detailed technical specifications. 
• Help identify risks, impacts and dependencies amongst processes and cross-functional teams. 
• Leverage your in-depth knowledge of the Australian payments landscape to analyse and document existing payment processes, identify inefficiencies, and recommend improvements to streamline operations and enhance customer experience. 
• Act as a liaison between technical teams and business stakeholders, ensuring clear communication and alignment on project goals and deliverables. 
• Develop test plans, conduct testing, and validate payment solutions to ensure they meet requirements.  
• Ensure payment solutions comply with relevant regulations and standards within the Australian financial services sector.      

We have an opportunity to join our Centralised Support Unit! Our Centralised Support Unit ensures compliance within all atWork Australia’s Employment Services Contracts is met through placements, employment and participation fund, wage subsidies and outcomes.

Reporting to the Operations Manager as a Manager - Centralised Support Unit, you will:

• Manage a remote team of consultants by establishing and communicating clear direction, set objectives and priorities, promote effective collaboration and innovative solutions.
• Drive a high performing and supportive culture to ensure all teams actively engage with Operational team members to maximise opportunities.
• Recruitment selection, oversee Induction training, and professional development of the team.
• Develop the capacity of the consultants to perform and contribute across all employment service contracts by providing leadership, coaching/mentoring, and feedback.
• Identify effective and efficient ways to streamline processes whilst ensuring compliance is met to the relevant Employment Services Contract/s.
• Ensure full compliance is met within all Employment Services Contracts by passing internal and external audits, as well as compliance with internal policies and procedures.

About Us 

Fenergo is the leading provider of Client Lifecycle Management (CLM) solutions that digitally transform how financial institutions, asset management and fintech firms onboard and manage clients throughout their client lifecycle.  

Its software digitally orchestrates every client journey from initial Know your Customer (KYC) and client onboarding, automating regulatory compliance and enabling continuous monitoring throughout the client lifecycle (transaction monitoring, perpetual KYC), all the way to client offboarding.  

Fenergo is recognized for its in-depth financial services and regulatory expertise and out-of-the-box rules engine which ensures financial institutions are future-proofed against evolving Environmental, Social and Governance (ESG), KYC, Anti-Money-Laundering (AML), tax and prudential regulations across 120+ jurisdictions. Headquartered in Dublin, Ireland, Fenergo has offices in North America, the UK, Poland, Spain, South Africa, Asia Pacific, and the United Arab Emirates. 

What Does This Role Entail? 

The Helpdesk Support Specialist is the first point of contact for end-users seeking technical assistance. This role involves providing support for hardware, software, and network-related issues, ensuring efficient resolution and maintaining a high level of customer satisfaction. The ideal candidate should have strong problem-solving skills, technical knowledge, and a customer-centric approach.

Your Responsibilities  

User Support

• Respond to user inquiries via phone, email, or helpdesk ticketing system.
• Provide first-level support by diagnosing and troubleshooting hardware, software, and network issues.
• Assist users with password resets, account unlocks, and basic software installations.
• Guide users through step-by-step solutions for common technical issues.
• Escalate complex issues to higher-level IT staff or specialized support teams as necessary.

Incident Management

• Log and track all incoming support requests in the helpdesk system.
• Prioritize and categorize issues based on severity and impact.
• Ensure timely resolution of incidents according to established SLAs (Service Level Agreements).

Technical Troubleshooting

• Diagnose and resolve hardware issues related to desktops, laptops, printers, and other peripherals.
• Assist with basic network troubleshooting, including connectivity issues and VPN access.
• Support users with software-related issues, including operating systems, productivity tools, and specific applications used by the company.
• Maintain and update technical documentation and user guides.

System Maintenance and Monitoring

• Perform routine checks on systems and applications to ensure they are functioning correctly.
• Assist in deploying software updates, patches, and system upgrades.
• Monitor system alerts and respond to potential issues proactively.
• Assist with setting up and configuring new hardware and software for end-users.

User Education

• Provide end-user training on common IT tools and best practices.
• Develop and distribute knowledge base articles, FAQs, and other self-help resources.
• Promote cybersecurity awareness and best practices among users.

Reporting and Documentation

•  Maintain detailed records of all support requests and resolutions.
• Identify recurring issues and report them to the Helpdesk Manager for further investigation.
• Contribute to the development and improvement of helpdesk processes and procedures.

Key Expectations 

Required:  

• 2-4 years of experience in a helpdesk or IT support role.
• Experience with helpdesk ticketing systems and remote support tools.
• Understanding of computer hardware, operating systems (Windows, macOS), and common software applications Microsoft 365 EcoSystem.

Preferred:  

• Cloud Platforms: Knowledge of AWS Services an advantage.  

• SQL and Data Analysis: Proficiency in SQL, excel, Power BI and other data analysis tools.  

• Industry Experience: 1-2 years previous experience in a similar role within a tech or SaaS company.  
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to work well under pressure and manage multiple tasks simultaneously.
• Customer service orientation with a focus on user satisfaction.
• Basic knowledge of networking concepts (e.g., IP, DNS, DHCP) and common IT infrastructure.

Educational Background:  

• High School Diploma or equivalent; Associate’s Degree in Information Technology or related field is a plus.

Our Promise To You  

We are striving to become global leaders across all of the categories we operate in and as part of that we are a high-performing highly collaborative team that works cross functionally to accommodate our clients needs.   

What we value is at the CORE of how we succeed: 

• Collaboration: Working together to achieve our best 

• Outcomes: Drive Success in every engagement  

• Respect: A collective feeling of inclusion and belonging 

• Excellence: Continuously raising the bar 

• Private healthcare cover 

• 23 days annual leave 

• 3 company days 

• Annual bonus opportunity 

• Work From Home set-up allowance 

• Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management 

• Other competitive company benefits, such as flexible working hours, work from home policy, sports and social committee and much more 

• Buddy system for all new starters 

• Collaborative working environment 

• Extensive training programs, classroom and online, through ‘Fenergo University’ 

• Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies 

• Defined training and role tracking to allow you see and assess your own career development and progress. 

• Active sports and social club