Customer Relationship Specialist: Path to Lending Expert

BOQ Group; Rockhampton Regional; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Flexible working arrangement

Discounted financial products

Salary sacrificing options

Paid parental leave with no minimum

Purchase additional annual leave

Discounted private health insurance

Employee Assistance Program (EAP)

Access to employee network groups

Pride in Diversity membership

Job summary

BOQ Group in Rockhampton invites a Customer Relationship Specialist to welcome customers, understand financial goals, and connect them with banking solutions. You’ll support loan maintenance, referrals to Home Lending and Business Banking, and coach team with a continuous improvement mindset.

As part of the role, you’ll maintain regular contact with customers, manage leads, and book appointments to deepen relationships and drive retention while championing digital tools and preparing for a

Qualifications

• Experience in customer service, banking or financial services preferred.
• Exposure to consumer lending is a plus.
• Strong communication and customer-centric approach.

Responsibilities

• Welcome customers at the Rockhampton branch and identify financial needs.
• Manage loan maintenance requests (top-ups, pricing adjustments, variations) to ensure a smooth experience.
• Identify opportunities for referrals to specialist teams (Home Lending, Business Banking) and book appointments.
• Maintain regular contact with new and existing customers and manage leads to deepen relationships and retention.
• Coach Customer Service Officers on quality conversations, lead identification and service excellence.
• Promote digital banking tools to help customers manage their finances online.
• Participate in a transformation journey and contribute to the pathway toward Lending Specialist.

Skills

Customer service

Communication

Job description

BOQ Group in Rockhampton invites a Customer Relationship Specialist to welcome customers, understand financial goals, and connect them with banking solutions. You’ll support loan maintenance, referrals to Home Lending and Business Banking, and coach team with a continuous improvement mindset.

As part of the role, you’ll maintain regular contact with customers, manage leads, and book appointments to deepen relationships and drive retention while championing digital tools and preparing for a