Maxine Chilcott is the Client Services Manager on InfoTrack's Victorian SettleIT team and a favourite amongst many of our clients. She is a the embodiment of our most important values as she truly cares about the clients she works for and continually strives to be the best. With the recent electronic settlement mandate in Victoria, she's been working extra hard to help clients with transitioning to electronic. We sat down with Maxine to find out more about her experience and what motivates her.
Q. How did you end up in this industry?
A. I came straight from school at 17 to work in a law firm called Arnold Bloch Leibler & Co.
Q. How long have you worked in the industry and is it what you expected it to be?
A. 42 years! It is everything I'd hoped for and more. I have made a lot of lifelong friends and continue to love and enjoy every part of this industry.
Q. As the Client Services Manager, what’s does your workday look like?
A. I'm usually busy with onboarding clients’ files and keeping up with all client communication via email, phones and the new SettleIT platform. But no two days are the same as there are always new files to look after and each one has its own unique needs.
Q. It’s a major part of your role to make sure that your clients are satisfied, how do you do this?
A. Since I've been in the industry so long, I really understand the pain points my clients are facing and I always make sure to listen carefully to their requests. I do my best to reassure them that our team is here to help take any issues away. It feels great to be able to help and hear the relief and gratitude in their responses when they realise InfoTrack can help them.
Q. Can you tell us about some instances where you went above and beyond for a client?
A. Recently, I helped a client with a very tricky file that was encountering difficulties with the electronic settlements platform. It was quite a bit of work and took over a month for me to sort out but in the end, it saved her paying thousands in Stamp Duty & double registration. Then there are other times where I've received files with less than 24hrs notice and completed them. It's also not unusual for me to attend settlements for clients outside working hours due to delays. I will always do what it takes to get a successful outcome for my clients.
Q. What motivates you?
A. My love of what I do! I enjoy talking to our clients and liaising with them and being able to assist in any way I can. Knowing that both my clients and InfoTrack appreciate and recognise all that I do makes it all worthwhile.
Kind words from Maxine's clients:
"I would just like to say how fabulous Maxine is. She is a wealth of knowledge and nothing is too much to ask of her. She has helped me out on a number of tricky things recently and I can’t praise her enough. She goes over and above every single time to get the best result possible. She is awesome on email response and telephone calls for any clarification required. She runs a tight team and gets stuff done. I wish I had come across her 15 years ago when I initially engaged another service provider. Maxine, you are a gem and true asset to InfoTrack. Thanks for all of your assistance to date and I look forward to working with you in the future."
"I just want to thank you and your team for your assistance with my electronic lodgements. I must admit your service is something I have not often been lucky enough to experience and hence the reason I keep coming back with my rather unusual requests and every time each request has been handled promptly and efficiently and achieved exactly what I have needed. The turn around time has been exceptional as each of my requests have, of course, been urgent. Communication has been excellent and I very much appreciate your assistance."
Kind words from Maxine's fellow InfoTrackians:
"Maxine has been an unbelievable asset to this team. She brings a wealth of experience and best of all, shares her knowledge with the team at any time. She's proved to be approachable in a time where industry changes have raised a lot of questions. Maxine has gone above and beyond in her duties especially when her workload has never been bigger. Keep up the fantastic work, you are greatly valued."
"Maxine is the absolute epitome of hard work! No job is too small, no task too hard. I cannot believe this woman!"
"Maxine has been pivotal in the roll out of the SettleIT process in Victoria. Without Maxine this would not work, she is the backbone of this service. Her knowledge and willingness to talk to clients has not only helped me but the entire Southern Team. We love ya Maxine!"
If you're looking for support with settlements in Victoria, don't hesitate to contact Maxine and the SettleIT team at 03 8609 4750 or esettlementteam@infotrack.com.au.
