About the Role

We are looking for a passionate person to join our team as a Customer Assistance Specialist who will work closely with BOQ Groups customers to assess applications for Financial Assistance.

As a Specialist, you will be required to ensure the customers circumstances are at the forefront of every interaction and decision whilst providing options within our Financial Assistance framework. From the first call - you will need to work efficiently, with care, understanding and diligence to assist our most vulnerable customers, treating them with the upmost respect throughout their hardship journey.

You will be required to support the assessment across all our Brands and Products at BOQ Group for Retail, Commercial and Equipment Finance hardship applications while being mindful of the bank's position and risk. Whilst ensuring compliance with our regulatory timeframes by completing assessments within 21 days of the date of the Hardship application. Ensure quality service and support to our customers and internal and external stakeholders including our Branch network, Broker Networks, and Financial Counsellors.

About you

Working for us is fun and fast-paced and we are seeking top talent to join the team. You - our ideal candidate will have previous hardship or collections experience – preferred but not mandatory, with a strong sense of empathy & willingness to help others is a must.

Experience working in a fast-paced, high-volume customer service environment, speaking with customers & supporting them through difficult times. Demonstrating personal resilience when hearing about our customers experiences and being able to exhibit empathy and understanding is key to being successful in this role. Banking or lending experience is also preferred but not a requirement.

Thriving in a collaborative environment is important to us, someone who can communicate effectively alongside the team with a keen attention to detail, excellent organisation & time management while delivering exceptional service. If this sounds like you we would 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.

Since 2021, BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).

In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.

Our Perks

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!

How to Apply

To apply for this role at #boqgroup, follow the links or apply via our Careers Page.

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.