Client Care Consultant, Macquarie Asset Management


Are you someone who thrives on providing outstanding client care and working collaboratively on managing and resolving client issues?

Join our Client Services team and help us provide exceptional experiences to our investors and clients.

In this customer-centric role you will be responsible for managing external and internal client relationships and for providing services such as providing client responses via email and phone and managing client complaints. You will strive for continuous improvement and delivering an exceptional experience. You will also possess the ability to prioritise and multi-task, within a diverse and fast-paced environment.

In this role, you will ensure delivery of service excellence to all clients whilst providing clear, accurate and timely responses (both verbal and written) to adviser and investor enquiries. Your remit will include oversight of a range of areas including:

- different asset classes
- managed funds
- queries relating to investment loans
- dispute resolution
- undertaking thorough and timely investigations.

Success will be measured by meeting individual and team KPIs, ensuring tasks are completed to a high standard and in a timely manner, as well as well as your ability to provide super client experience. A key focus in this role will be ensuring that complaints are resolved quickly and fairly and you will liaise regularly with our legal, compliance and product teams to ensure the best outcome is achieved.

You will have a minimum of at least 2 years’ Client Service experience in the financial services industry with prior exposure to managing and resolving complaints. You will be client orientated, always striving to deliver on client needs and expectations and have excellent written and verbal communication skills, including an exceptional phone manner. Additional experience with, and knowledge of investment markets, issues and regulations would be advantageous. You will have strong problem-solving skills whereby you probe data and offer suggestions and ideas regarding how to tackle issues.

If you enjoy creating genuine and positive client experiences, then this role would be a great fit. We are open to considering return to work applicants and those candidates who are looking for flexibility in their role.

At Macquarie, we offer you the experience and freedom to grow your career while making your mark within a highly successful organisation. Key to our success is the entrepreneurialism we encourage in all our people. We give you the opportunity to progress your career as quickly as you can demonstrate your ability.

Macquarie Investment Management, a division of the Macquarie Asset Management, offers securities investment management capabilities across a number of asset classes including fixed interest, currencies, equities, infrastructure securities, private markets, hedge funds and multi-asset allocation solutions. It delivers a full-service offering to both institutional and retail clients in Australia and the US, with selective offerings in other regions.

Macquarie Asset Management is a large scale, global asset manager, providing clients with access to a diverse range of capabilities and products across infrastructure, real estate, natural resources, private credit, fixed income, equities, multi-asset and liquid alternatives. As at 31 March 2019, Macquarie Asset Management has $A528.8 billion of assets under management.

Find out more about Macquarie at 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 may be available.


Are you someone who thrives on providing outstanding client care and working collaboratively on managing and resolving client issues?

Join our Client Services team and help us provide exceptional experiences to our investors and clients.

In this customer-centric role you will be responsible for managing external and internal client relationships and for providing services such as providing client responses via email and phone and managing client complaints. You will strive for continuous improvement and delivering an exceptional experience. You will also possess the ability to prioritise and multi-task, within a diverse and fast-paced environment.

In this role, you will ensure delivery of service excellence to all clients whilst providing clear, accurate and timely responses (both verbal and written) to adviser and investor enquiries. Your remit will include oversight of a range of areas including:

- different asset classes
- managed funds
- queries relating to investment loans
- dispute resolution
- undertaking thorough and timely investigations.

Success will be measured by meeting individual and team KPIs, ensuring tasks are completed to a high standard and in a timely manner, as well as well as your ability to provide super client experience. A key focus in this role will be ensuring that complaints are resolved quickly and fairly and you will liaise regularly with our legal, compliance and product teams to ensure the best outcome is achieved.

You will have a minimum of at least 2 years’ Client Service experience in the financial services industry with prior exposure to managing and resolving complaints. You will be client orientated, always striving to deliver on client needs and expectations and have excellent written and verbal communication skills, including an exceptional phone manner. Additional experience with, and knowledge of investment markets, issues and regulations would be advantageous. You will have strong problem-solving skills whereby you probe data and offer suggestions and ideas regarding how to tackle issues.

If you enjoy creating genuine and positive client experiences, then this role would be a great fit. We are open to considering return to work applicants and those candidates who are looking for flexibility in their role.

At Macquarie, we offer you the experience and freedom to grow your career while making your mark within a highly successful organisation. Key to our success is the entrepreneurialism we encourage in all our people. We give you the opportunity to progress your career as quickly as you can demonstrate your ability.

Macquarie Investment Management, a division of the Macquarie Asset Management, offers securities investment management capabilities across a number of asset classes including fixed interest, currencies, equities, infrastructure securities, private markets, hedge funds and multi-asset allocation solutions. It delivers a full-service offering to both institutional and retail clients in Australia and the US, with selective offerings in other regions.

Macquarie Asset Management is a large scale, global asset manager, providing clients with access to a diverse range of capabilities and products across infrastructure, real estate, natural resources, private credit, fixed income, equities, multi-asset and liquid alternatives. As at 31 March 2019, Macquarie Asset Management has $A528.8 billion of assets under management.

Find out more about Macquarie at 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 may be available.

Are you viewing this job on LinkedIn? Click here to apply