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Client Care Case Manager

Adelaide, Brisbane, Melbourne, Perth, Sydney

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

The Client Care team is part of our People, Culture and Client Experience business unit within Banking and Financial Services and is responsible for the timely and empathetic resolution of client complaints from across multiple channels. 

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 timely and resolution to our clients, as well as participate in regular team workshops to enable continuous process improvement in delivering exceptional client care.

Your understanding of financial services products, regulation and compliance will allow you to effectively support clients and stakeholders and 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, regulations and compliance whilst having proven exposure to escalations and complaint handling. 

Your innate 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.

If you enjoy creating a genuine and positive client experience, please apply today. 

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 

The diversity of our people is one of our greatest strengths, and in combination with our inclusive environment, it enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities. From day one, you'll be encouraged to be yourself and supported to perform at your best. If our purpose of ‘empowering people to innovate and invest for a better future’ is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.  

We are committed to providing a working environment that embraces and values diversity and inclusion. We encourage candidates to speak with a member of our recruitment team if you require adjustments to our recruitment process to support you, and the type of working arrangements that would help you thrive.

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 16,000+ employees and offices in 32 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.

Find out more at www.macquarie.com/careers

Job no: BFS-955944
Work type: Permanent - Full time
Location: Adelaide, Brisbane, Melbourne, Perth, Sydney
Category: Mid-level, Junior, Customer Service
Group: Banking and Financial Services
Division: People, Culture & Client Exp
Recruiter: Kate Alouker
Opening Date: