Overview
The Deceased Estates and Technical team provides specialised and compassionate support to clients and their representatives during sensitive times. Our team manages the end-to-end process for deceased client accounts, early superannuation releases, and family law matters.
At Macquarie, our advantage is bringing together diverse people and empowering them to shape all kinds of possibilities. We are a global financial services group operating in 31 markets and with 56 years of unbroken profitability. You'll be part of a friendly and supportive team where everyone - no matter what role - contributes ideas and drives outcomes.
Responsibilities
As a Deceased Estates and Technical Specialist, you will be responsible for ensuring the initial review and assessment of each case is completed in a timely manner, in line with internal service levels and regulatory timeframes. You will assess cases and liaise with advisers, solicitors, executors, and clients via phone, chat and email to guide them through the end-to-end Estates and Technical process with empathy and professionalism.
Qualifications
* Prior experience within a banking or financial services contact centre or operations role, bringing a high level of attention to detail.
* The ability to handle deeply sensitive customer situations such as family violence, elder abuse, or financial hardship with genuine care, patience, and professional boundaries, maintaining a genuine commitment to delivering exceptional client outcomes.
* Strong analytical and investigative skills are required to manage complex estates timelines. You are proactive, able to prioritise, capable of coordinating with multiple cross-functional teams to overcome challenges and finalise sensitive estate matters in a timely and compassionate manner.
* Eager to embrace AI offerings and proactively look for ways to leverage these tools to make our processes smarter and more efficient.
* Excellent organisational skills, strong system experience across multiple platforms, the ability to follow rigorous processes, and the capacity to manage changing priorities effectively within a team environment.
* Professional, clear, and engaging communication skills tailored to navigating complex and emotional client interactions.
Benefits
* 1 wellbeing leave day per year
* Up to 5 additional service bonus leave days per year
* Up to 20 weeks' paid parental leave for primary caregivers along with 12 days of transition leave upon return to work, and 6 weeks' paid leave for non-primary caregivers
* 2 days of paid volunteer leave and donation matching
* Up to 12 months' gender affirmation leave, including 6 weeks' paid leave
* Access to Employee Assistance Program and wellbeing benefits including skin and health checks, and flu vaccinations
* Access to a wide range of salary packaging options
* Access to a wide range of learning and development opportunities, including reimbursement for professional membership or subscription
* Hybrid and flexible working arrangements, dependent on role
* Reimbursement for work from home equipment
About Banking and Financial Services
Banking and Financial Services is our technology-driven retail bank. You will be part of a team that supports clients to achieve their full potential - whether that's buying a home, growing a business or investing to manage wealth.
Our commitment to diversity, equity and inclusion
We are committed to fostering a diverse, equitable and inclusive workplace. We encourage people from all backgrounds to apply and welcome all identities, including race, ethnicity, cultural identity, nationality, gender (including gender identity or expression), age, sexual orientation, marital or partnership status, parental, caregiving or family status, family and domestic violence status, neurodiversity, religion or belief, disability, or socio-economic background. We welcome further discussions on how you can feel included and belong at Macquarie as you progress through our recruitment process. If you require additional assistance, please let us know in the application process.
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