Customer Relationship Specialist- Rockhampton

BOQ Group; Rockhampton Regional; On-site; AUD 60,000 - 80,000; 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

Job summary

BOQ Group’s North Rockhampton branch is seeking a Customer Relationship Specialist who welcomes customers and collaborates with the Branch Manager to tailor banking solutions. You’ll engage customers to understand their goals, manage loan maintenance requests, and identify opportunities for referrals to specialist teams to ensure comprehensive support.

You’ll maintain regular contact with new and existing customers, manage leads, and book appointments to deepen relationships while coaching 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.
• Solutions-focused mindset and a proactive, can-do attitude.
• Attention to detail and ability to navigate financial systems with ease.

Responsibilities

• Greet customers and identify their financial needs.
• Engage customers in meaningful conversations to uncover goals and match with banking solutions.
• Manage loan maintenance requests (top-ups, pricing adjustments, variations).
• Identify referral opportunities to Home Lending and Business Banking.
• Maintain regular contact with customers, manage leads and book appointments to deepen relationships.

Skills

Customer service experience

Banking/financial services experience

Consumer lending exposure

Job description

About the RoleAs a Customer Relationship Specialist, you’ll be the welcoming face of BOQ in our North Rockhampton 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 YouYou’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 usBOQ 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.Our perksAt 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 familyAccess 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!How to applyTo apply for this role, follow the links.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.Please no agency applications.