About the Role

Are you passionate about customer experience and eager to take the next step in your banking career? Then this Customer Relations Consultant role at BOQ Group could be for you.

In this dynamic and challenging position, you'll go beyond simply resolving complaints. You'll become a key player in shaping the future of our customer experience and play an active role in providing feedback to teams and leaders to identify opportunities for continuous improvement.

Adhering to BOQ Group's Complaints Policy and Procedure, you will play a pivotal role in ensuring:

• Complaints are managed in compliance with RG 271.
• Customer feedback is captured to support continuous improvement of products, processes, and customer experience.

If you're a motivated individual with a strong desire to learn and grow, this is your chance to excel in a rewarding and impactful career at BOQ Group. Join us and make a difference in the lives of our customers and your own professional journey.

About you

We're looking for a motivated team player that also possesses the following:

• Banking or finance experience and exposure to complaints handling. If you have worked in frontline customer service or branch roles we would be excited to speak with you!
• Experience in managing IDR customer complaints under RG 271 and BCOP (Desirable not essential)
• Ability to demonstrate and act with empathy, respect and courtesy.
• Exceptional communication skills.
• Analytical thinking and good judgement, with demonstrated competence in decision making, dealing with pressured situations and ability to defuse difficult situations.

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

• Flexible working arrangements

• Discounted financial products

• Salary sacrificing options

• Paid parental leave with no minimum

• Purchase annual leave

• Discounted private health insurance plan

• Employee Assistance Program (EAP)

• Access to employee network groups focused on First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers and accessibility

• BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index

How to Apply

To apply for this role at #boqgroup, follow the links or apply via our Careers Page.

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.