Customer Relationship Specialist - North Lakes

Overview

Customer Relationship Specialist - North Lakes. You’ll be the welcoming face of BOQ in our North Lakes branch, working with the Branch Manager and a supportive team to deliver exceptional service by identifying and responding to customers’ financial needs.

You’ll engage customers in meaningful conversations to uncover current and future goals, then match them with banking solutions—from everyday accounts to credit cards, personal loans and more. 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 identify opportunities for referrals to specialist teams (e.g., Home Lending and Business Banking), maintain regular contact with new and existing customers, manage leads, and book appointments to deepen relationships and drive retention.

You’ll support the development of the team by coaching Customer Service Officers on quality conversations, lead identification, and service excellence. You’ll champion digital banking tools to help customers manage their finances online. This role is a launchpad for a future in lending with structured training and a clear pathway toward becoming a Lending Specialist.

Responsibilities

• Engage customers to understand current and future financial goals and respond with suitable banking solutions.
• Identify and respond to customer needs across accounts, cards, loans, and related products.
• Process loan maintenance requests (top-ups, pricing adjustments, variations) with a focus on a smooth customer experience.
• Identify opportunities for referrals to Home Lending, Business Banking, and other specialist teams.
• Maintain regular contact with new and existing customers, manage leads, and book appointments to deepen relationships and drive retention.
• Coach Customer Service Officers on delivering quality conversations, lead identification, and service excellence.
• Champion and promote the use of digital banking tools among customers.
• Contribute to a pathway toward lending roles through structured training and development.

Qualifications

About us

BOQ Group is a unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees. Our brands (Bank of Queensland, ME Bank, Virgin Money Australia, BOQ Specialist) share one goal : to build social capital through banking by creating trust with customers, unlocking staff potential, and valuing small gestures and big ideas that can change communities. We foster an inclusive workspace that embraces difference and reflects the communities we serve. Since 2021, BOQ Group has been recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).

We are committed to creating a workplace where everyone feels valued and supported. Our comprehensive benefits program supports well-being, financial security, and inclusion.

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 welcome applicants from all backgrounds, genders, expressions, sexualities, cultures, bodies, and abilities, and we invite you to share any reasonable adjustments needed during the interview process.

As a condition of employment, background screening is required to meet obligations under the Anti-Money Laundering and Counter-Terrorism Financing Act. Checks may include identity verification, reference checks, criminal background checks, immigration checks, verification of qualifications, and bankruptcy checks.

#J-18808-Ljbffr