Customer Support Specialist

Macquarie Group; Sydney; Hybrid; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Wellbeing leave day

Parental leave up to 20 weeks

Volunteer leave

Employee Assistance Program

Flexible working arrangements

Home office equipment reimbursement

Learning and development opportunities

Job summary

Macquarie Group is seeking a Customer Support specialist within Banking and Financial Services. You will act as the final escalation point for complex customer cases, including vulnerability and financial abuse scenarios, while conducting in-depth investigations into fraud and scams.

The role emphasizes risk management, regulatory compliance, and empathetic customer care, with collaboration across Customer Protect, Product teams and frontline units to ensure fair outcomes.

Qualifications

• Ability to handle deeply sensitive customer situations with care and professional boundaries.
• Strong analytical skills for deep-dive investigations into fraud and complex complaints.
• Adept at high-pressure conversations with customers, brokers and stakeholders to reach outcomes.
• Comfort with AI tools to enhance processes and efficiency.
• Knowledge of the Australian banking regulatory landscape, RG 271/IDR expectations.

Responsibilities

• Serve as final internal escalation point for the most complex customer cases.
• Conduct deep-dive investigations into fraud, scams and other complex complaints.
• Balance robust risk management with empathy to deliver fair outcomes.
• Collaborate with cross-functional teams to ensure a unified approach to sensitive matters.

Skills

Sensitive cases

Analytical skills

High-pressure comms

AI adoption

Regulatory knowledge

Cross-functional

Job description

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 57 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?

TheCustomer Support team is a high-impact specialist unit within Macquarie'sCustomer 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. 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 onRG 271(Internal Dispute Resolution) and industry standards for managing vulnerable customers.
• The role requires collaboration with cross-functional teams, includingCustomer Protect, Product teams, and frontline business units, to ensure a unified approach to sensitive Customer matters.

What we offer

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.