Customer Relationship Specialist - 455 Bourke St

BOQ; City of Melbourne; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

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 networks

Pride in Diversity membership

Job summary

BOQ Group is seeking a Customer Relationship Specialist to join our Adelaide team. You will deliver outstanding customer service, explore customers’ current and future financial needs, and provision relevant products while facilitating referrals to specialists.

You will work closely with the Branch Manager, building relationships through regular contact and proactive lead management. Experience in retail banking and strong communication are highly valued.

Qualifications

• Experience in customer service within banking or financial services is preferred.
• Strong communication skills and attention to detail.
• Ability to build long-lasting customer relationships and provide proactive support.

Responsibilities

• Provide outstanding customer service and identify customer needs.
• Assist customers to explore current and future financial needs and provision relevant products.
• Refer to specialist teams when required and coach junior staff as needed.
• Develop relationships with customers through regular contact and proactive lead management.
• Support loan maintenance needs and drive referrals to other BOQ groups.

Skills

Customer service

Relationship building

Communication

Lead management

Tools

Financial systems

Job description

About the Role

Do you have a passion for customer service and want to work with a driven, supportive and fun team? At the BOQ Group, we believe in the power and potential of people. We are excited to grow our Adelaide team and offer the right candidate an exciting career in banking. If you’re ready to jump in with both feet, then we want to hear from you! The purpose of this position is to provide outstanding customer service, by identifying and supporting customers to explore their current and future financial needs, provision relevant financial products and services and facilitate referrals to specialist teams where required. The role works closely with the Branch Manager, by developing customer relationships through regular contact, proactive lead management, seeking opportunities for referrals, executing customer loan maintenance needs and coaching Customer Service Officers.

About you

As an experienced Customer Relationship Specialist, you will be a passionate, high-performing operator who consistently delivers an outstanding customer experience. It would be advantageous if you have experience in the retail banking industry, with exposure to consumer lending. Your drive to build long-lasting relationships and create positive customer experiences will set you apart. You will be a key contributor to a collaborative team environment, always willing to go above and beyond for your customers and colleagues. Your personalized approach to every customer interaction, combined with a "can do" attitude, will ensure success in all aspects of your role. You will confidently learn and use a variety of technical financial systems, showcasing your excellent written and verbal communication skills and strong attention to detail.

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.

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.

BOQ Group embraces an inclusive culture where we all belong.

We are committed to creating a workplace where everyone feels valued and supported.

We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index.

Our perks

• 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.

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.