Financial Assistance Analyst

Macquarie Group; Sydney; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Wellbeing leave

Parental leave

Volunteer leave

Learning & development

Flexible working

Job summary

Macquarie Group is seeking a motivated professional for the Financial Assistance team in Sydney. You will help customers navigate financial obligations across multiple channels, assessing eligibility for tailored solutions and monitoring agreements for ongoing improvements.

The role emphasizes empathetic communication, collaborative teamwork, and data accuracy. Prior experience in hardship/collections is valued, with ongoing opportunities to learn within a supportive, global bank.

Qualifications

• Excellent communication skills, empathetic query handling.
• Strong problem solving and decision-making abilities.
• Ability to collaborate within a team to hit objectives.
• Experience in Financial Assistance/Hardship, Collections or Complaints is valuable.

Responsibilities

• Assist customers and/or their financial counsellors with navigating financial obligations via live chat, phone, emails and letters.
• Assess eligibility for tailored solutions based on customers’ circumstances and monitor ongoing arrangements to identify improvements.
• Maintain accuracy and integrity of customer data and handle calls within appropriate delegation levels.

Skills

Communication

Problem solving

Teamwork

Financial assistance experience

Job description

Permanent - Full time, Junior, Mid-level

Credit, Lending / Leasing / Retail Banking, Operations, Retail Banking

Join our Financial Assistance team where you will play a key role in supporting our customers experiencing financial difficulties by providing solutions that support the customer in alignment with Macquarie’s policies and procedures.

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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In this important role you will assist customers and/or their financial counsellors with navigating their financial obligations through a variety of channels (live chat, phone, emails, and letters). Based on the customers circumstances you will assess their eligibility for a range of tailored solutions and monitor the ongoing agreements to identify opportunities of improvement. You will handle all calls within appropriate delegation level and identify and expedite priority issues and maintain accuracy and integrity of customer data.

What you offer

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• Exceptional communication skills with the ability to handle queries empathetically


• Strong problem solving and decision-making skills


• Ability to work collaboratively within a team environment to achieve the greater team and company objectives


• Experience in Financial Assistance/Hardship, Collections or Complaints is valuable.

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.