Client Care Specialist
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Key skills for this role
About the Role
Macquarie Group is seeking a Client Care Specialist to join the Client Service and Support division in Brisbane. You will provide timely resolutions to client cases via phone and email, building trust and investigating issues with empathy.
Key Skills for This Role
Responsibilities
- Work closely with clients to build trust and understand their situation with empathy and professionalism
- Use investigative skills to uncover the origin of issues and provide mutually beneficial outcomes
- Handle ongoing communication over the phone and via email with clients until open cases come to a resolution
- Share insights to enable continuous process improvement in delivering exceptional client experiences
Requirements
- Strong skills in spotting potential risks and taking proactive steps in resolving them
- Ability to follow policy and procedures, working to both internal and external guidelines
- Excellent communication skills that allow you to investigate matters in depth
- Highly motivated when working within fast paced, deadline driven, team environment
- Prior experience within financial services with exposure to complaint processes is highly regarded
Full Job Posting
Role Overview
- The Client Care team is instrumental in upholding a high level of service to retail bank clients.
- As part of Client Service and Support division, responsible for providing timely and positive resolutions to client cases via multiple communication channels.
What Role Will You Play?
- Work closely with clients to build trust and understand their situation with empathy and professionalism.
- Use investigative skills to uncover the origin of issues and provide mutually beneficial outcomes.
- Handle ongoing communication over the phone and via email with clients until open cases come to a resolution.
- Share insights to enable continuous process improvement in delivering exceptional client experiences.
What You Offer
- Strong skills in spotting potential risks and taking proactive steps in resolving them.
- Ability to follow policy and procedures, working to both internal and external guidelines.
- Excellent communication skills that allow you to investigate matters in depth.
- Highly motivated when working within fast paced, deadline driven, team environment.
- Prior experience within financial services with exposure to complaint processes is highly regarded.
What We Offer
- 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.
- Hybrid and flexible working arrangements, dependent on role.
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