Client Service Consultant

Macquarie Bank Limited; Council of the City of Sydney; Hybrid; AUD 60,000 - 80,000; Full time

Job summary

A global financial services group is looking for a Client Service Consultant to join their dynamic Client Service team in New South Wales. You will be the first point of contact for clients, addressing their financial product queries primarily through phone communication. The ideal candidate should have experience in a contact centre, exceptional communication skills, and a knack for resolving client issues efficiently. This position offers flexible working arrangements and numerous employee benefits.

Benefits

Wellbeing leave days

Paid parental leave

Paid volunteer leave

Employee Assistance Program

Access to learning and development opportunities

Hybrid and flexible working arrangements

Qualifications

• Experience handling high volume phone-based communication.
• Ability to navigate and resolve client issues effectively.
• Proven high level of accuracy and typing skills.
• Empathetic customer service delivery.
• Adherence to contact centre processes and guidelines.

Responsibilities

• Understand client's needs regarding financial products.
• Provide effective solutions through phone and live chat.
• Identify and escalate issues to supervisors.
• Direct queries to appropriate support teams.

Skills

Experience in a contact centre environment

Critical thinking skills

Exceptional communication skills

Ability to work in a fast-paced environment

Job description

Overview

Administration & Support, Retail Banking

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 phone call communication.

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?

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 phone, as well as the opportunity to take on live chat communication as your role progresses. Additionally, you will identify and escalate issues to supervisors, including opportunities for enhancing our best practice guides, and direct queries to the appropriate support teams.

What you offer

• Experience within a contact centre environment, handling a high volume of phone-based communication
• Demonstrate your critical thinking skills to navigate and resolve multifaceted client issues 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

• 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 if you have questions about the role or process.

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.