Customer Assistance Specialist

About the role

At BOQ Group, we believe banking is about people first. When customers face financial difficulty, the support they receive can make a genuine difference to their lives. As a Customer Assistance Specialist, you'll play an important role in helping customers navigate challenging circumstances with empathy, care and practical solutions.

Working within our Customer Assistance team, you'll assess financial hardship requests, partner with customers to understand their individual circumstances and identify suitable support options that help achieve sustainable outcomes. No two customers are the same, which means you'll bring both critical thinking and compassion to every conversation.

This 12 month Max Term Contract role offers the opportunity to develop specialist knowledge in financial assistance, consumer lending and regulatory frameworks while making a meaningful impact every day. You'll work alongside experienced colleagues who are passionate about doing the right thing for customers and supporting each other to succeed.

At BOQ Group, we're proud to be different. We're large enough to provide exciting career opportunities, genuine development pathways and the stability of an established banking group, yet small enough for your voice to be heard and your contribution to be recognised. You'll join a purpose-led organisation where people genuinely care about customers, communities and each other.

About you

You are someone who thrives on helping people and can balance empathy with sound decision making. You enjoy solving problems, navigating complex situations and finding practical solutions that create positive customer outcomes.

You may have experience in banking, financial services, hardship, collections, customer service or another environment where you've supported customers through challenging situations. You'll bring strong communication skills, excellent attention to detail and the ability to manage sensitive conversations with professionalism and care.

Success in this role comes from being organised, adaptable and resilient. You'll be comfortable working in a fast-paced environment, managing competing priorities while maintaining high standards of accuracy and customer service. You enjoy learning, embrace change and are motivated by the opportunity to build your expertise in a specialised area of banking.

Most importantly, you'll share our commitment to treating customers fairly, doing the right thing and creating positive outcomes when they matter most.

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.

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, 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.