Financial Assistance Consultant

Macquarie Group; Sydney; On-site; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Wellbeing leave

Service bonus leave

Parental leave

Transition leave

Volunteer leave

Gender affirmation leave

Employee Assistance Program

Salary packaging options

Learning & development opportunities

Hybrid work

WFH equipment reimbursement

Job summary

Macquarie Group is seeking a Financial Assistance Consultant to support customers in challenging circumstances. Based in Sydney, you will engage across phone, email, live chat and written correspondence to understand each customer's situation and guide them toward practical solutions.

This role sits within a global financial services group that values customer outcomes. You will work with a high-performing team, adapt to evolving processes, and help customers manage financial difficulties while

Qualifications

• Experience in customer service or contact centres.
• Strong communication and interpersonal skills.
• Ability to handle sensitive financial discussions.
• Comfort with multi-channel support (phone, email, chat).

Responsibilities

• Engage with customers across multiple channels to understand their circumstances.
• Provide support and guidance to explore practical solutions.
• Balance customer needs with business requirements to reach positive outcomes.
• Collaborate with the team to resolve complex inquiries.

Skills

Customer service

Empathy

Communication

Problem solving

Adaptability

Job description

Join Macquarie's Financial Assistance team and play an important role supporting customers through challenging circumstances. Working in a fast-paced and rewarding environment, you'll help customers understand their options, find practical solutions and achieve positive outcomes. Whether your background is in customer service, contact centres, banking, retail, hospitality, complaints, collections, insurance or another customer-focused environment, we'd love to hear from you.

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 Financial Assistance Consultant, you'll engage with customers across a range of channels including phone, email, live chat and written correspondence. You'll take the time to understand each customer's circumstances, provide support and guidance, and work towards solutions that balance customer needs with business requirements. This position is to be based in our Sydney location.

What you offer

• Support customers experiencing financial difficulty with empathy, professionalism and care.
• Have meaningful conversations to understand customer circumstances and identify suitable solutions.
• Assist customers with managing outstanding financial obligations and repayment arrangements.
• Resolve enquiries and provide clear, solution-focused guidance.
• Contribute to a high-performing team focused on delivering great customer outcomes and elevate complex matters where appropriate.
• A willingness to learn and adapt to new systems, processes and regulations.

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.

Inclusion at Macquarie

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.