Customer Relationship Specialist - Coorparoo

BOQ Group; Brisbane; On-site; AUD 60,000 - 70,000; Full time

Benefits offered by this job

Flexible working arrangements

Discounted financial products

Salary sacrificing options

Job summary

BOQ Group in Coorparoo is seeking a Customer Relationship Specialist to welcoming customers and identify financial needs, then match them with banking solutions. You’ll handle loan maintenance and lead referrals to Home Lending and Business Banking, while building relationships and coaching junior staff.

Exposure to consumer lending is a plus, and a can-do, customer-centric approach is essential for growth within a collaborative team.

Qualifications

• Confident communicator with a genuine passion for helping people.
• Experience in customer service, ideally within banking or financial services.
• Exposure to consumer lending is a plus.
• Collaborative team player with a can-do attitude.
• Ability to learn and use financial systems with attention to detail.

Responsibilities

• Engage customers to uncover current and future financial needs and match them with banking solutions.
• Manage loan maintenance requests such as top-ups, pricing adjustments, and variations.
• Identify referral opportunities to Home Lending and Business Banking to ensure comprehensive customer support.
• Maintain regular contact with new and existing customers, manage leads, and book appointments to deepen relationships and drive retention.
• Coach Customer Service Officers on quality conversations, lead identification and service excellence.
• Promote and help customers use digital banking tools.
• This role provides a clear pathway toward becoming a Lending Specialist with structured lending training.

Skills

Customer service

Banking/Finance

Lending exposure

Communication skills

Job description

Customer Relationship Specialist - Coorparoo

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

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.