Overview
About The Role As a Customer Relationship Specialist, you'll be the welcoming face of BOQ in our Sunnybank Hills branch. You'll work closely with the Branch Manager and a supportive team to deliver exceptional service by identifying and responding to customers' financial needs. You'll engage customers in meaningful conversations to uncover their current and future goals, then match them with the right banking solutions—from everyday accounts to credit cards and personal loans. You'll manage loan maintenance requests such as top-ups, pricing adjustments, and variations, ensuring a smooth and transparent experience for the customer. You'll identify opportunities for referrals to specialist teams, including Home Lending and Business Banking, to ensure customers receive comprehensive support. You'll maintain regular contact with new and existing customers, manage leads, and book appointments to deepen relationships and drive retention. You'll support the development of your team by coaching Customer Service Officers on quality conversations, lead identification, and service excellence. You'll champion digital banking tools, helping customers manage their finances online. This role is a launchpad for a future in lending, with structured training in lending fundamentals and a clear pathway toward becoming a Lending Specialist.
Responsibilities
* Engage customers to understand current and future financial goals and connect them with appropriate banking solutions.
* Process loan maintenance requests (top-ups, pricing adjustments, variations) and ensure a smooth experience.
* Identify opportunities for referrals to specialist teams (e.g., Home Lending, Business Banking).
* Maintain regular contact with new and existing customers, manage leads, and book appointments to deepen relationships and drive retention.
* Coach Customer Service Officers on quality conversations, lead identification, and service excellence.
* Champion the use of digital banking tools and help customers manage their finances online.
* Support a pathway toward lending qualifications, including structured training in lending fundamentals.
Qualifications
* Confident communicator with a genuine passion for helping people.
* Experience in customer service, ideally in banking or financial services; exposure to consumer lending is a plus.
* Proactive, solutions-focused mindset with a can-do attitude.
* Attention to detail and ability to navigate financial systems; collaborative spirit and a drive to go above and beyond for customers and colleagues.
* Interest in being part of a transformation journey in banking.
About Us
BOQ Group is a group of challenger brands with a purpose to provide a genuine alternative to Australian financial services for customers and employees. Our brands (Bank of Queensland, ME Bank, Virgin Money Australia, BOQ Specialist) each have their own audience and brand personality but share a common goal to build social capital through banking.
BOQ Group's inclusive vision fosters a workspace that values 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 our workforce should reflect the customers and communities we serve. In 2023, we implemented an innovative Reconciliation Plan promoting inclusivity across BOQ Group.
Benefits
* Flexible working arrangements.
* Discounted financial products across the Group.
* Salary sacrificing options.
* Paid parental leave with no minimum requirements.
* Purchase additional annual leave.
* Discounted private health insurance.
* Employee Assistance Program (EAP).
* Access to employee network groups (First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, accessibility).
* Pride in Diversity membership and involvement in the Australian Workplace Equality Index.
BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply. We welcome applicants from all backgrounds, genders, sexualities, cultures, bodies and abilities. When you apply, you may share your pronouns and any reasonable adjustments needed during the interview process.
Note: Background screening is a condition of employment to comply with Anti-Money Laundering and Counter-Terrorism Financing Act requirements, including identity, verification, reference, criminal, immigration, qualification, and bankruptcy checks.
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