Financial Assistance Consultant | Hardships

Job Description

Financial Assistance Consultant | Hardships Join the 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. At Macquarie, our advantage is bringing together diverse people and empowering them to shape all kinds of possibilities. We are a global financial services group operating in 34 markets and with 55 years of unbroken profitability. You’ll be part of a friendly and supportive team where everyone - no matter what role - contributes ideas and drives outcomes. What role will you play? In this important role, you will assist customers and/or their financial counsellors with navigating their financial obligations through a variety of channels (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 for improvement. You will handle all calls within the appropriate delegation level, identify and escalate priority issues, and maintain the accuracy and integrity of customer data. What you offer 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 Client service-focused with an ability to analyze customers' needs and feedback Able to multitask and handle multiple chat conversations simultaneously Experience in Financial Assistance/Hardship, Collections, or Complaints is preferred but not essential. We love hearing from anyone inspired to build a better future with us. If you're excited about the role or working at Macquarie, we encourage you to apply. 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. Employee Benefits Macquarie employees can access a wide range of benefits which, depending on eligibility criteria, include: Hybrid and flexible working arrangements One wellbeing leave day per year and up to five additional days leave based on length of service Up to 20 weeks paid parental leave as well as benefits to support you as you transition to life as a working parent Paid volunteer leave and donation matching Range of benefits to support your physical, psychological, and financial wellbeing Access to a wide range of learning and development opportunities Our commitment to diversity, equity and inclusion We are committed to fostering a diverse, equitable, and inclusive workplace. We encourage people from all backgrounds to apply and welcome all identities, including race, ethnicity, cultural identity, nationality, gender (including gender identity or expression), age, sexual orientation, marital or partnership status, parental, caregiving or family status, family and domestic violence status, neurodiversity, religion or belief, disability, or socio-economic background. We welcome further discussions on how you can feel included and belong at Macquarie as you progress through our recruitment process. Our aim is to provide reasonable adjustments to individuals who may need support during the recruitment process and through working arrangements. If you require additional assistance, please let us know in the application process. #J-18808-Ljbffr