Customer Relations Consultant (EDR) 12month contract

BOQ Group; Sydney; Hybride; AUD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Flexible working arrangement

Discounted financial products

Salary sacrificing options

Paid parental leave

Purchase additional annual leave

Discounted private health insurance

Employee Assistance Program (EAP)

Employee network groups

Pride in Diversity membership

Résumé du poste

BOQ Group is seeking a Customer Relations Consultant – EDR to manage escalated complaints end-to-end, including investigations, written responses, and negotiations, ensuring compliance and fair outcomes.

The role requires deep knowledge of banking regulations (RG 271, Privacy Act) and AFCA/EDR processes, with strong negotiation and communication skills to guide customers through resolution and drive continuous improvement.

Qualifications

• Extensive knowledge of the banking industry including RG 271 and the Privacy Act.
• Experience managing IDR and EDR complaints through AFCA and other Ombudsman schemes.
• Ability to navigate the AFCA process end-to-end and negotiate fair outcomes.
• Ability to interpret legislation and product terms and apply them to complex matters.
• Strong written and verbal communication; organized with strong analytical skills.

Responsabilités

• Manage escalated customer complaints received through AFCA and other dispute bodies from start to resolution.
• Lead investigations, prepare clear, compliant written responses, and negotiate fair outcomes.
• Attend conciliation conferences and collaborate with Legal and internal experts.
• Guide customers through the resolution process with confidence and empathy.
• Identify trends, root causes and systemic issues to support continuous improvement.

Connaissances

Banking regulatory knowledge

AFCA/EDR complaints experience

Negotiation skills

Written and verbal communication

Data analysis and insights

Description du poste

The Customer Relations Consultant – EDR plays a key role in managing escalated customer complaints received through AFCA and other external dispute resolution bodies, leading thorough investigations, preparing clear and compliant written responses, and negotiating fair outcomes that meet regulatory requirements. In this role, you’ll handle complex cases end‑to‑end, attend conciliation conferences, collaborate with Legal and internal experts to ensure decisions are accurate and well‑informed, and communicate confidently with customers to guide them through the resolution process. You’ll also identify trends, root causes, and systemic issues to support continuous improvement and help strengthen BOQ Group’s approach to customer fairness and complaint management.

About you

You bring extensive knowledge of the banking industry, including key regulatory and compliance requirements such as RG 271 and the Privacy Act, along with deep experience managing both IDR and EDR complaints through AFCA and other Ombudsman schemes. You’re confident navigating the full AFCA process end‑to‑end, using your strong negotiation and influencing skills to achieve fair outcomes, including financial settlements and agreed resolutions. You can interpret legislation, regulation and product terms with ease, applying them practically to complex customer matters. Your ability to identify trends, root causes and improvement opportunities allows you to influence meaningful change, while your highly developed written and verbal communication skills ensure clarity and confidence in every interaction. You’re organised, analytical and skilled at managing competing priorities, with strong critical‑thinking capability and the ability to draw insights from data. You build rapport quickly, demonstrate empathy, and bring a deep understanding of banking products, processes and guidelines — including credit and collections — all while living the values and purpose of BOQ Group in the way you work.

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.

In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.

At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth.

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!

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.