Customer Relationship Specialist - 116 Queen Street

As a Customer Relationship Specialist, you'll be the welcoming face of BOQ in our Queen Street 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.

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 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'll love to hear from you!

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.

Our perks include:

• 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.

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.