Customer Assistance Specialist - Part Time

The purpose of this position is to assess applications for Financial Assistance in a timely manner with full consideration given to the customer’s circumstances.

• The assessor will encompass good credit assessment strategies whilst at the same time ensuring that escalations through to the Financial Ombudsman are kept to a minimum.
• The assessor will be required to undertake Financial Hardship assessment for Retail, Commercial and Equipment Financial hardship applications.
• The assessor will assess with efficiency and a mutual understanding of the customers circumstances whilst being mindful of the bank's position and risk.

Assessment

• Making timely assessment decisions appropriate to the customers’ needs, proposals and current circumstances.
• Ensuring that decisions made are at an appropriate level of risk based on structure and security.
• Identifying the most appropriate option to assist customers after consideration has been given to their specific needs, proposals and circumstances.
• Ensuring that assessment is done within 21 days of the date of the Hardship application.
• Ensuring that not later than 30 days after entering into an agreement with a debtor to change the agreement, a written notice (Letter of Variation) is provided setting out the particulars of the change in the terms of the credit contract.

Customer Service

• Ensure quality service and support is provided to customers and branches.
• Fostering a ‘one-team’ style between branches, equipment finance, Retail & Commercial collections and head office departments
• Handles customer service inquiries and problems via the telephone.
• Receives, investigates and responds to all customer inquiries regarding account status and complaints.
• Responds to unexpected customer requests with a sense of urgency and positive action.
• Participates in developing a variety of effective ways to deal with difficult customers.
• Consults with management on modifying business processes to enhance service delivery.

The ideal candidate will bring a minimum of 1-3 years' experience in a similar role, with skills in the following areas:

• Understanding of National Debt Collection Guidelines preferred
• Knowledge of debt and securities enforcement practices and processes preferred
• Previous experience in a banking or customer service environment is desirable
• Experience with inbound & outbound phone calls, with a clear and concise phone manner
• Previous experience in a collections and/or debt enforcement environment is desirable
• Excellent organisation, time management, prioritisation skills and attention to detail

Bank of Queensland 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 the BOQ group.

• Flexible working arrangements
• Discounted financial products
• Salary sacrificing options
• Paid parental leave with no minimum
• Paid volunteer days
• Purchase annual leave
• Discounted private health insurance plan
• Employee Assistance Program (EAP)
• Access to employee network groups focused on First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers and accessibility
• BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index

To apply for this role please  follow the links or apply via our Careers Page. 

The Bank of Queensland 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 the Bank of Queensland, 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.