Client Service Consultant

Macquarie Bank Limited; Australia; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Wellbeing leave day

Service bonus leave days

Parental leave

Volunteer leave

Flexible working

Job summary

Macquarie Bank Limited is seeking a Client Service Consultant to act as the first point of contact for clients, primarily through live chat and phone support. You will understand client needs, ask insightful questions, and provide effective product guidance while escalating issues to supervisors when needed.

The role supports hybrid and flexible working arrangements, with a focus on delivering timely, accurate service and contributing to best practice guides and customer outcomes across markets.

Qualifications

• Navigate and resolve multifaceted client issues by providing advice on our products and services.
• Deliver excellent customer service with empathy and timely query resolution.
• Adhere to contact centre processes and guidelines while meeting targets.

Responsibilities

• Understand clients' needs regarding financial products and services via live chat and phone.
• Ask insightful questions and provide effective solutions.
• Escalate issues to supervisors and direct queries to support teams.

Skills

Critical thinking

Empathy

Excellent communication

Typing accuracy

Follow processes

Job description

Our dynamic Client Service team are the friendly and knowledgeable first point of contact for our clients. They are dedicated to supporting customers of our retail bank predominantly through our interactive live chat platform.

We are a global financial services group operating in 30 markets with 57 years of unbroken profitability. At Macquarie, you’re empowered to shape a career that is fulfilling and creates value. You will bring your insights and expertise to the task at hand and feel supported as you make your own kind of impact for a better future.

What role will you play?

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As a Client Service Consultant, you will be responsible for understanding our clients' needs regarding their financial products and services. You will showcase your ability to ask insightful questions and provide effective solutions to our customers through live chat and phone, as needed, and occasionally make outbound calls to our clients, advisors, or brokers. Additionally, you will identify and esc issues to supervisors, including opportunities for enhancing our best practice guides, and direct queries to the appropriate support teams.

What you offer

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• Demonstrate your critical thinking skills to navigate and resolve multifaceted client issues by and provide advice on our products and services
• Deliver excellent customer service while being empathetic and resolving queries in a timely manner
• Ability to work effectively in a fast-paced environment while being mindful of targets
• Exceptional communication skills, with a proven high level of accuracy and typing skills
• Take pride in supporting and resolving client needs with an ability to adhere to standards by following contact centre processes and guidelines.

What we offer

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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

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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.

Inclusion at Macquarie

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We are committed to providing an inclusive environment for all, where different experiences, skills and perspectives are valued and respected. Macquarie provides access to opportunities for all individuals regardless of race, colour, religion, sex, sexual orientation, national origin, age, disability, protected veteran status, genetic information, marital status, gender identity or any other characteristic or circumstance.

We provide reasonable adjustments to individuals who may need support during the recruitment process and employment. If you require an adjustment, please let us know during the application process.