Customer Relationship Specialist

BOQ Group; Noosa Shire; On-site; AUD 70,000 - 100,000; 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 Group is seeking a Customer Relationship Specialist for our Noosa branch. You will engage customers, identify financial needs, and match them with the right banking solutions, while supporting the development of the team and promoting digital banking tools.

You’ll handle loan maintenance tasks, foster regular customer contact, manage leads, and book appointments to deepen relationships, with a clear path toward Lending Specialist following structured training.

Qualifications

• Experience in customer service, ideally within banking or financial services.
• Exposure to consumer lending is a plus.
• Confident communicator with a solutions-focused mindset.

Responsibilities

• Engage customers in meaningful conversations to uncover goals and match banking solutions.
• Manage loan maintenance requests (top-ups, pricing adjustments, variations) ensuring a smooth experience.
• Identify opportunities for referrals to Home Lending and Business Banking teams.

Skills

Customer service

Banking knowledge

Communication

Problem solving

Tools

CRM systems

Job description

As a Customer Relationship Specialist, you’ll be the welcoming face of BOQ in our Noosa 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.

Your day-to-day will involve engaging customers in meaningful conversations to uncover their current and future goals, then matching them with the right banking solutions. 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 also play a key role in identifying opportunities for referrals to specialist teams, including Home Lending and Business Banking, to ensure customers receive the most comprehensive support. As part of your proactive rhythm, you’ll maintain regular contact with new and existing customers, manage leads, and book appointments to deepen relationships and drive retention.

In addition to customer-facing responsibilities, you’ll support the development of your team by coaching Customer Service Officers on quality conversations, lead identification, and service excellence.

You’ll also champion digital banking tools, helping customers build confidence in managing 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.

About You

You’re a confident communicator with a genuine passion for helping people.

You’ll thrive in this role bringing previous experience in customer service, ideally within banking or financial services. Exposure to consumer lending is a plus.

You approach challenges with a proactive, solutions-focused mindset and a “can-do” attitude.

Your attention to detail and ability to navigate financial systems with ease will help you succeed, along with a collaborative spirit and a drive to go above and beyond for customers and colleagues.

Most importantly, you’ll be part of a transformation journey that’s reshaping the future of banking.

If you're ready to dive in and make a real impact, we’d love to hear from you!

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!