Macquarie Bank invests to expand frontline customer support team in Australia

Macquarie Bank has invested to expand its frontline customer support team while bringing all roles back to Australia as part of its continued focus on delivering the best possible customer experiences.

This investment has seen the size of Macquarie’s Australia-based frontline customer support team grow by 27 per cent over the past year. The team is now entirely Australia-based, with representatives across locations including Brisbane, Melbourne, Perth and Sydney supporting Macquarie customers via chat and phone. These moves have reduced customers’ average wait times by ~60 per cent over the past six months meaning they get the specialist support they need sooner.

Marion Fryer, Head of Client Service at Macquarie Bank, said: “Every day, our team continues to focus on providing a seamless experience to our customers. That starts with listening to feedback and removing friction wherever we can. That’s why we’ve invested to make it easier for our customers to get the support they need through innovations such as Q, our AI-powered digital assistant, and by expanding our customer support team for when more specialist help is needed.”

Australia-based customer support has always played a central role in helping Macquarie serve its more than 2.2 million customers. Until recently, Macquarie also leveraged additional support and expertise provided by offshore teams to meet the needs of its fast-growing customer base, with these roles now entirely based in Australia. 

“Having our teams here in Australia means we can deliver a straightforward experience more consistently,” Fryer added. “It’s simpler, and it works better for customers. What we’re aiming for is a “one-conversation” approach where a single specialist can resolve more customer needs from start to finish. Our decision to invest even further in building out local expertise is a key part of that focus.”

Macquarie’s investments in its frontline customer support team have been delivered alongside major enhancements to its digital experiences. An example of this is Q, which was launched earlier this year, and helps answer the most common customer questions instantly 24/7 via the Macquarie Mobile Banking app and Macquarie Online. The launch of an asynchronous messaging experience has also meant customers can ask Q or a customer support team member a question before stepping away and returning to the conversation at a time that is most convenient for them.

“Technology is helping us remove friction,” Fryer said. “Simple questions can now be answered instantly online, which is a great outcome for customers and frees up our specialists to spend more time helping those with more complex issues. Whether it’s through Q or speaking to a specialist, we’re focused on making banking easier and more personal.”