Banking: Customer Relationship Specialist to Lending Path

BOQ; Gladstone Regional; Remote; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Flexible working arrangement

Discounted financial products

Salary sacrificing options

Paid parental leave

Additional annual leave

Discounted private health insurance

Employee Assistance Program (EAP)

Employee network groups

Pride in Diversity membership

Job summary

BOQ Gladstone is seeking a Customer Relationship Specialist to warmly welcome customers and work with the Branch Manager to identify financial needs and tailor banking solutions. You will respond to customer inquiries and manage loan maintenance with precision, while promoting digital tools to build confidence in online banking.

You will also identify referral opportunities to Home Lending and Business Banking, manage leads and appointments, and support team development toward service excellence.

Qualifications

• Experience in customer service, ideally within banking or financial services.
• Exposure to consumer lending is a plus.
• Confident communicator with a genuine passion for helping people.

Responsibilities

• Welcome customers at the Gladstone BOQ branch and understand their financial needs.
• Identify opportunities to refer customers to Home Lending and Business Banking teams.
• Handle loan maintenance requests (top-ups, pricing adjustments, variations) with clarity.
• Proactively manage leads and book appointments to deepen relationships.
• Coach Customer Service Officers on quality conversations and service excellence.
• Promote digital banking tools to help customers manage finances online.

Skills

Customer service

Banking knowledge

Communication

Sales & referrals

Job description

BOQ Gladstone is seeking a Customer Relationship Specialist to warmly welcome customers and work with the Branch Manager to identify financial needs and tailor banking solutions. You will respond to customer inquiries and manage loan maintenance with precision, while promoting digital tools to build confidence in online banking.

You will also identify referral opportunities to Home Lending and Business Banking, manage leads and appointments, and support team development toward service excellence.