Client Care Complaints Specialist

2 months ago

Adelaide Region SA, Australia Macquarie Group Limited Full time

Are you passionate about client experience? Do you thrive on providing world class client care and working in a collaborative team? Do you enjoy investigations and understanding the root cause of issues and complaints?

The Client Care team is part of our People, Culture and Client Experience business unit within Banking and Financial Services, and is responsible for providing timely and empathetic resolution of client complaints by phone and in writing. You will be working closely with clients to build trust and understand their situation, then using your investigative skills to uncover the origin of the issue and provide a mutually beneficial outcome.

With an eye for quality, you will ensure suitable resolutions are provided to our clients, as well as participating in regular team workshops to enable continuous process improvement in delivering exceptional client care.

Your understanding of Wealth or other financial services products, regulation and compliance will allow you to effectively support clients and stakeholders, as well as to add value to our processes.

To be successful you will have exceptional interpersonal skills, including a very high level of empathy and genuine care, strong understanding of financial services products (ideally Wealth products), regulations and compliance, whilst having proven exposure to managing escalations and complaint handling via phone and in writing.

Your ability to build relationships with stakeholders at all levels will be key to your success in this role, as will your tenacity and intrinsic focus on client care.

**About **Banking and Financial Services**

Banking and Financial Services is Macquarie’s retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients.

**Our commitment to Diversity and Inclusion**

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 recognise that flexibility comes in a variety of forms. Talk to us about what flexibility you need.

**About Macquarie**:
A career at Macquarie means you’ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it’s accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure. At Macquarie, we’re empowering people to innovate and invest for a better future.

Our size and international presence means your work can take you anywhere—across business groups, disciplines, sectors and borders. With 19,200+ employees and offices in 34 markets around the world, we’re a truly global organisation.

You’ll be supported by a diverse team where the unique perspectives, ideas and experiences that all of our people bring are valued. You’ll be empowered to address unmet needs in our communities whilst advising and investing alongside our clients and partners. Working with us, you’ll have the opportunity to make a difference.

Macquarie is a global financial group providing clients with asset management, retail and business banking, wealth management, leasing and asset financing, market access, commodity trading, renewables development, specialist advisory, capital raising and principal investment.

**Job no**: BFS-972104
- **Work type**: Permanent - Full time
- **Location**: Adelaide, Brisbane, Melbourne, Perth, Sydney
- **Category**: Mid-level, Junior, Credit, Customer Service, Operations, Retail Banking
- **Group**: Banking and Financial Services
- **Division**: People, Culture & Client Exp
- **Recruiter**: Rebecca Chan
- **Opening Date**: 09/3/2023

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