About The Role
As a Customer Relationship Consultant, you'll be a key driver of growth across the BOQ Group's home‑lending portfolio. This is a high‑impact, customer‑facing sales role where you'll engage customers through inbound and outbound conversations, uncover their needs, and confidently guide them toward lending solutions that strengthen their relationship with us.
You'll use every interaction as an opportunity — applying proven sales and retention techniques, following a structured call framework, and maintaining strong margin discipline. Your ability to build rapport quickly, ask the right questions, and position the right solutions will be central to your success.
Beyond sales, you'll deliver an exceptional customer experience by fulfilling commitments, achieving first‑contact resolution where possible, and managing loan maintenance requests with accuracy and care. You'll record and manage conversations, leads, and opportunities with precision, ensuring a seamless and professional journey for every customer.
You'll also play a vital role in identifying and supporting vulnerable customers, including those experiencing financial hardship, and ensuring all referrals and leads are actioned in line with compliance, risk, and regulatory obligations. When complaints arise, you'll resolve them at the first point of contact whenever possible, or connect customers with the right specialist team.
Collaboration is key. You'll work closely with ME Proprietary Bankers, the Retail Branch Network, Lending Enablement, and external partners such as brokers and solicitors to create a connected, customer‑centric lending experience. You'll also champion digital banking adoption and contribute ideas to improve processes and enhance service delivery.
In this role, you'll embody the BOQ Group values — Spirited, Optimistic, Curious, Inclusive, Accountable and Lionhearted — while supporting our transformation strategy and upholding the highest standards of conduct, compliance, and security. Your work will directly contribute to our purpose of
Building Social Capital through Banking
.
About You
You're a confident communicator with a strong customer and sales mindset, ready to help customers make informed decisions about their home‑lending needs. You bring a solid understanding of the financial services industry and use that knowledge to provide clear, accurate and trusted guidance.
You've previously thrived in customer service or sales roles, where identifying needs and matching personalised solutions came naturally. You take pride in delivering an exceptional customer experience — approaching every interaction with empathy, professionalism, and a genuine desire to help.
Building strong relationships is one of your strengths. You communicate with clarity, listen actively, and create trust through consistent follow‑through. You're also comfortable navigating multiple technology systems and have the curiosity and resourcefulness to learn quickly.
You enjoy being part of a collaborative team and value the relationships you build with peers and internal partners. You make sound decisions, manage your time effectively, and stay available when customers need you. You're adaptable, open to new ideas, and eager to contribute to change initiatives that improve the way we work.
Above all, you take ownership of your performance, bring a positive attitude, and actively contribute to team success.
About Us
BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees.
Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That's creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.
BOQ Group's inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.
Since 2021, BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).
In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.
Our perks
At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth.
Benefits
Our comprehensive benefits package is designed to enhance your well-being, provide financial security, and foster a sense of community and inclusion. Here are just some of the fantastic perks you can enjoy as part of our team:
* Flexible working arrangement - Balance your work and personal life with ease.
* Discounted financial products - Enjoy exclusive rates on our financial services across the Group.
* Salary sacrificing options - Maximise your take-home pay with our salary packaging options.
* Paid parental leave with no minimum requirements - Spend quality time with your new family member without any worries.
* Purchase additional annual leave - Need more time off? You can buy extra leave days.
* Discounted private health insurance plan - Take care of your health with our special rates.
* Employee Assistance Program (EAP) - Access confidential support for personal and professional challenges for you and your family
* Access to employee network groups - Connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups.
* Pride in Diversity membership: We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index.
We are committed to creating a workplace where everyone feels valued and supported. Join us and be part of a company that truly cares about its people and community
How To Apply
To apply for this role, follow the links.
BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.
We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.
If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.
Please no agency applications.