About the Role
We are seeking a dedicated and dynamic Customer Service Manager to join the Mackay City Branch.
In this role, you will be responsible for managing the day‐to‐day operations and service standards of our branch, supporting the Executive Branch Manager in motivating and guiding a team to increase productivity, maintain operational compliance excellence, and deliver consistently exceptional customer experiences.
You will have direct line management responsibility for up to five team members and oversee the iSMART operational requirements for the branch, identify and resolve knowledge gaps within the team, and protect the bank, colleagues, and customers from loss and risk.
You will also support customers with their banking needs and identify business opportunities for branch asset and liability growth through proactive customer contact strategies and diary management.
Additionally, you will play a key role in developing and growing the skills and capabilities of Customer Service Officers within the business to ensure the delivery of their scorecard requirements, our BOQ values, and operational efficiency.
Qualifications
* Proven experience supporting customers to meet their financial goals.
* Experience motivating and coaching a team to achieve excellence, managing risk and ensuring compliance with audit obligations.
* Financial services, commercial or lending experience and understanding of the Banking Code of Practice and other Financial Sector compliance requirements.
* Exceptional customer service orientation with strong relationship‐building and negotiation skills.
* Ability to analyse and present alternative solutions, making timely and sound decisions that consider risks, benefits and facts.
* Capacity to manage ambiguity and conflicting priorities affecting organisational performance and risk.
* Drive continuous improvement and engage in networking and community involvement.
Eligibility and Equal Opportunity
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.
Benefits
* Flexible working arrangement – balance your work and personal life.
* Discounted financial products – 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.
* Purchase additional annual leave.
* Discounted private health insurance plan.
* Employee Assistance Programme (EAP).
* Access to employee network groups – First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers and accessibility groups.
* Pride in Diversity membership – active participation in the Australian Workplace Equality Index.
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