Client Liaison Specialist- Banking and Financial Services Group

Client Liaison Specialist

The Client Liaison team based in Sydney manages External Dispute Resolution (EDR) complaints for products such as Home loans, Credit Cards, Wrap, Deposits and Business Banking. The Client Liaison team is part of the wider Client Care team that manages internal dispute resolution (IDR) complaints.  In the Client Liaison role there is regular contact with clients and advisers, collaborating with internal stakeholders to ensure the highest standards are applied to assist in the overall satisfaction of advisers and clients. The role also requires a high standard of written and verbal communication with the EDR bodies.

As a member of the Client Liaison team you will be expected to become multi-skilled in working across all queues and functions within the team. You will be required to meet Service Level Agreements, be able to work under pressure and have strong negotiation and communication skills. The team is an escalation point, particularly for Team Leaders, Product and Risk Teams. There is a strong emphasis on quality within the team to assist with enhancing performance and client service across Service and Operations.

Key Responsibilities

  • Provide an exceptional client experience during every interaction, with end to end accountability
  • Providing accurate and timely responses to requests
  • Stakeholder relationship management skills and 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, case management and reporting
  • Assess the root cause and work on preventative measures of EDR complaints and provide feedback regarding the quality of the client’s experience
  • A point of escalation and advice for the Client Care team and Default Management team
  • Maintain the integrity of our relationships with advisers and clients to solidify the success of the business.

 The successful applicant will have:

  • Exceptional interpersonal skills, including a very high level of empathy and genuine care
  • Strong understanding of financial services products, regulation and compliance
  • A minimum of 3 years client service experience with demonstrable exposure to escalations and complaint handling
  • Strong preference of Internal Dispute Resolution and External Dispute Resolution complaint experience
  • A high level of attention to detail and the tenacity to follow through
  • A proven track record with accuracy and quality of work
  • A client-centric approach and willingness to provide exceptional client service at all times
  • Strong verbal and written communication skills and be highly articulate
  • Strong negotiation and communication skills
  • Strong preference for previous lending and financial hardship experience
  • Flexibility and a can-do attitude
  • Tertiary qualifications

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.

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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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