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Banking and Financial Services Group is the primary relationship manager for Macquarie Group’s retail client base. The Client Care & Deceased Estates teams within the People, Culture and Client Experience division specialises in client experience for a range of client types, primarily managing Deceased Estates, escalations and complaints. Our scalable business model is designed to provide the highest level of service for products such as Cash Management Accounts, Term Deposits, Managed Investments, Superannuation, Home Loans, Credit Cards, Business Banking, Asset Finance and more.

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 31 markets and with 56 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?

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Contributing to the success of building trusted relationships with our clients, whether it be direct, third party, adviser groups, or internal clients, your goal is to provide solutions within agreed service levels. Reporting to the Quality Control Team Leader, the Quality Specialist enables the Client Care Teams & Deceased Estates Teams to process quality control and peer review authorisations of day-to-day case management completed within the teams. This role also involves assisting with the management of daily workflows to ensure cases are managed in a timely manner and in accordance with regulatory guidelines to provide quality outcomes and client experiences.

Working in a highly regulated environment, you will be responsible for efficiently and effectively completing peer reviews on all Client Care and Deceased Estates cases and assisting the leadership team with maintaining knowledge levels of Specialists through data driven insight. 

You will demonstrate excellent attention to detail, the ability to think strategically and proactively plan for the future, and experience working in a quality control or assurance role previously. You will understand and deliver on the Client Care strategy to provide the highest client experience.

What you offer

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• Tertiary qualifications in a business-related discipline; Post-Graduate qualification, CFA, and RG146 would be highly regarded
• Previous Quality Control or Quality Assurance related experience is highly desirable in a similar role with a proven track record
• Previous client-facing experience within the banking or finance industry is essential
• Excellent organisation skills and an ability to multi-task and manage changing priorities
• Excellent communication skills
• Proven ability to work within a team environment
• Strong attention to detail across all aspects of work.
  

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.

What we offer

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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

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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.

Our commitment to diversity, equity and inclusion

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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. To learn more, contact our team by clicking here.

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.