Impactful Complex-Case 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

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.