This is a Client Care Specialist role with Macquarie Group based in Sydney, NSW, AU Macquarie Group Role Seniority - junior More about the Client Care Specialist role at Macquarie Group Our Client Care team are instrumental in upholding a high-level of service to our retail bank clients. As part of our Client Service and Support division, they are responsible for providing timely and positive resolutions to client cases via multiple communication channels. 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. What role will you play? You will be working closely with clients to build trust and understand their situation with empathy and professionalism. Using your investigative skills, you will 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 and share insights to enable continuous process improvement in delivering exceptional client experiences. In this role, you will handle on-going communication over the phone and via email with clients until open cases come to a resolution. What You Offer Strong skills in spotting potential risks and taking proactive steps in resolving them Ability to follow policy and procedures, working to both internal and external guidelines Excellent communication skills that allow you to investigate matters in-depth Highly motivated when working within fast-paced, deadline driven, team environment Prior experience within financial services with exposure to complaint processes is highly regarded. We love hearing from anyone inspired to build a better future with us, if you're excited about the role or working at Macquarie we encourage you to apply. What We Offer Benefits At Macquarie, you’re empowered to shape a career that’s rewarding in all the ways that matter most to you. Macquarie employees can access a wide range of benefits which, depending on employment type, include: 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. To learn more, contact our team by clicking here. Our aim is to provide reasonable adjustments to individuals who may need support during the recruitment process and through working arrangements. If you require additional assistance, please let us know in the application process. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Macquarie Group team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Building trust with clients Investigating client issues Communicating effectively Key Strengths ⚠️ Strong risk management skills ️ Excellent communication skills Experience in financial services Team collaboration Policy adherence Process improvement Why Macquarie Group is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with Macquarie Group not with Hatch.