Client Care Complaints Consultant


Client Care Complaints Consultant:

Macquarie's Client Care team manages Complaints, Escalations, Compliments and Company Secretarial matters for all products within Banking & Financial Services’ (BFS) Service.

The team based in Brisbane and Sydney, service products such as Home Loans, Wrap, Credit Cards, Transaction Accounts, Cash Management Accounts, Term Deposits, and Trading. In the role there is regular contact with internal stakeholders, external Clients and Advisers.

There is a strong emphasis on quality within the team to assist with enhancing performance and service excellence across Client Care. The team offers same day service to its clients.  It is a requirement of this role that all client requests are actioned each day and as such, this role will require flexibility to work beyond scheduled hours, the period from early June to early July is a very busy time of year due to the end of financial year.  Key responsibilities;

  • provide an exceptional, accurate and timely client experience during every interaction, with end to end accountability
  • work collaboratively with internal teams to ensure quick resolution
  • participate in regular team workshops to provide feedback regarding process improvements and to improve the client experience
  • manage complaints received from Macquarie clients, including full investigation and reporting
  • point of escalation and advice for internal stakeholders, including Client Services, Team Leaders, Managers and Sales Teams.

What we're looking for:

  • exceptional interpersonal skills, including a very high level of empathy and genuine care,
  • strong understanding of financial services products, regulation and compliance
  • client service experience with a proven track record with accuracy and quality of work
  • high level of attention to detail and the tenacity to follow through
  • client-centric approach and willingness to provide exceptional client service at all times
  • experience in social media complaints management would be viewed favourably

If you can demonstrate an exceptional track record within a client focused environment and within financial services, please apply via the link or contact Aimee Muschamp for a confidential conversation.

About us

Banking and Financial Services Group comprises Macquarie's retail banking and financial services businesses, providing a diverse range of personal banking, wealth management and business banking products and services to retail customers, advisers, brokers and business clients. 

Find out more about Macquarie careers at http://www.macquarie.com/careers.

Macquarie understands the importance of diversity and inclusion - our long history of success has come from being different. At Macquarie we value the innovation and creativity that diversity of thought brings. The one thing we all have in common is our focus on high performance. If you're capable, motivated and can deliver, we want you on our team.

We facilitate a range of flexible working arrangements within our teams. Talk to us about what flexibility is available.

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