Customer Support Specialist

Macquarie Group; City of Brisbane; Hybrid; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Wellbeing leave

Parental leave

Volunteer leave

Gender affirmation leave

Employee Assistance Program

Learning and development opportunities

Hybrid work arrangements

Equipment reimbursement

Job summary

Macquarie Group in Australia’s Banking and Financial Services division is seeking a Customer Support specialist to act as the final escalation point for complex customer cases, including vulnerability and sensitive matters.

You will balance robust risk management with empathetic support, conduct deep-dive investigations into fraud and scams, collaborate across teams, and explore AI tools to enhance efficiency while complying with RG 271 guidelines.

Qualifications

• Experience handling sensitive customer situations with care and professionalism.
• Ability to perform deep-dive investigations into complex complaints such as fraud.
• Experience communicating with customers, brokers, and stakeholders under high pressure.

Responsibilities

• Act as final internal escalation point for complex customer matters.
• Conduct deep-dive investigations balancing risk management and regulatory compliance.
• Collaborate with cross-functional teams to ensure a unified approach to sensitive issues.

Skills

Empathy for vulnerable customers

Analytical thinking

Cross-functional collaboration

Tools

AI tools

Job description

The Customer Support team is a high-impact specialist unit within Macquarie's Customer Service and Support division in Banking and Financial Services. The team functions as the final internal escalation point for the most complex and sensitive customer cases.

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?

As a Customer Support specialist, you will play a pivotal role in case management of customer vulnerability including instances of financial abuse, family violence, and mental health challenges while conducting deep‑dive investigations into complex complaints such as fraud and scam related matters. This purposeful role balances robust risk management and regulatory compliance with genuine empathy, ensuring our Customers receive expert support, care and fair outcomes during their most challenging moments.

What You Offer

• Ability to handle deeply sensitive customer situations such as family violence, elder abuse, or financial hardship with genuine care, patience, and professional boundaries.
• Strong analytical skills are essential for performing deep‑dive investigations into fraud, scams, and complex complaints to reconstruct timelines and determine fair outcomes.
• As the final internal escalation point, you need to be adept at managing high‑pressure conversations with Customers, brokers, and stakeholders to resolve disputes and reach a consensus.
• You are eager to embrace AI offerings and proactively look for ways to leverage these tools to make our processes smarter and more efficient.
• A solid understanding of the Australian banking regulatory landscape, with a specific focus on RG 271(Internal Dispute Resolution) and industry standards for managing vulnerable customers.
• The role requires collaboration with cross‑functional teams, including Customer Protect, Product teams, and frontline business units, to ensure a unified approach to sensitive Customer matters.

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

• 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.