Customer Support Specialist
Active / Open Until Filled
Apply NowCustomer Support Specialist
Active / Open Until Filled
Apply NowJob role insights
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Date posted
May 22, 2026
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Closing date
Not Disclosed (Open Until Filled)
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Location
Brisbane
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Salary
$110,500 - $188,500 /year
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Career level
Senior Level
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Experience
4 – 7 Years
Description
Macquarie Group is currently accepting applications for the role of Customer Support Specialist, based out of their corporate offices in Brisbane, Australia. This appointment offers an exceptional opportunity to join a globally recognized financial organization that combines entrepreneurial empowerment, disciplined risk governance, and a merit-based career trajectory.
Banking and Financial Services delivers personal banking, wealth management, and business financial products, leveraging digital innovation to provide superior client experiences. In this role, the successful candidate will work alongside seasoned industry professionals to optimize mission-critical processes, manage risk effectively, and deliver commercially impactful solutions across key markets.
Opportunity Overview & Quick Facts
Key Responsibilities & Operational Scope
- Play a pivotal role in case management of customer vulnerability including instances of financial abuse, family violence, and mental health challenges while conducting deep-dive investigations into complex complaints such as fraud and scam related matters.
- This purposeful role balances robust risk management and regulatory compliance with genuine empathy, ensuring our Customers receive expert support, care and fair outcomes during their most challenging moments.
Candidate Profile & Required Qualifications
- Ability to handle deeply sensitive customer situations such as family violence, elder abuse, or financial hardship with genuine care, patience, and professional boundaries.
- Analytical skills are essential for performing deep-dive investigations into fraud, scams, and complex complaints to reconstruct timelines and determine fair outcomes.
- As the final internal escalation point, you need to be adept at managing high-pressure conversations with Customers, brokers, and stakeholders to resolve disputes and reach a consensus.
- You are eager to embrace AI offerings and proactively look for ways to leverage these tools to make our processes smarter and more efficient.
- A solid understanding of the Australian banking regulatory landscape, with a specific focus on RG 271 (Internal Dispute Resolution) and industry standards for managing vulnerable customers.
- The role requires collaboration with cross-functional teams, including Customer Protect, Product teams, and frontline business units, to ensure a unified approach to sensitive Customer matters.
What Macquarie Offers
- Market-Leading Rewards: Competitive base remuneration supplemented by performance-linked incentive programs.
- Flexible Work Frameworks: Modern hybrid working arrangements supporting professional productivity and personal balance.
- Professional Development: Clear internal mobility pathways, technical skill enhancement, and professional accreditation support.
- Comprehensive Wellbeing: Access to employee assistance programs, holistic healthcare coverage, and dedicated wellbeing initiatives.
- Global Network & Impact: Collaborative engagement with cross-border teams across the Americas, EMEA, and Asia-Pacific regions.
Core Competencies & Key Technical Focus
Apply Directly on Macquarie Careers Portal
This position is actively accepting candidate submissions. Access the official Macquarie Group recruitment platform to review comprehensive operational criteria and lodge your formal application.
