Client Care Complaints Case Manager

Location Adelaide


Back to job search Client Care Complaints Case Manager Adelaide, Brisbane, Perth, Sydney Apply now Refer someone Help us drive exceptional client experiences and outcomes by managing customer complaints within our Client Care team. The team manages complaints, compliments, escalated matters and social media responses for all Banking and Financial Services products across products such as Credit Cards, Home Loans, Asset Finance, Cash Management Account, Term Deposits, Wrap, Business Banking and Trading. We liaise with clients and third parties over the telephone and in writing to resolve complaints and assist clients who may be experiencing vulnerabilities.

As a Client Care Case Manager, you will be focused on managing complaints, whilst driving exceptional client experience and outcomes. You’ll collaborate with internal teams to ensure quick resolution of your client complaints. In addition, you will participate in regular team workshops to provide feedback regarding process improvements and to improve the client experience, using client insights and data to drive reduction in complaint volumes.

To be successful you will need to demonstrate e xceptional interpersonal skills and the ability to empathise with your clients. Previous complaints handling experience would be beneficial, but you may also have taken escalated calls in a contact centre environment. Your passion for investigation and attention to detail, combined with your exceptional written and verbal communication skills, will stand you in good stead in this role.

Experience with, or understanding of Wealth Products (in particular platform products) or Personal Banking products would be an advantage as would experience in social media complaints management. About Banking and Financial Services Banking and Financial Services is Macquarie’s retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients. Our commitment to Diversity and Inclusion Macquarie understands the importance of diversity and inclusion - our long history of success has come from being different.

At Macquarie we value the innovation and creativity that diversity of thought brings. The one thing we all have in common is our focus on high performance. If you're capable, motivated and can deliver, we want you on our team.

We recognise that flexibility comes in a variety of forms. Talk to us about what flexibility you need. Apply now Refer someone About Macquarie A career at Macquarie means you’ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it’s accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure.

At Macquarie, we’re empo.

Macquarie Group
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Competitive salary

Work Type

Full Time


11 Oct 2020


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