Senior Customer Relations Consultant

About the Role

The Customer Relations Consultant is responsible for the end-to-end management and resolution of medium to high complexity customer complaints across all BOQ Group brands within relevant regulatory obligations. This is to ensure risk mitigation and delivery of a better experience for our customers, bankers, and community.

The role includes leading the investigation, negotiation and resolution of customer complaints received via internal dispute resolution (IDR).

The Customer Relations Consultant is accountable for root cause analysis, trends and systemic issue identification and continuous improvement initiatives identified through management of customer complaints.

• End to end management of escalated and/or complex customer complaints within relevant regulatory obligations such as RG 271. This includes but isn’t limited to in-depth investigation, negotiation, and resolution of complaints.
• Leverage banking and dispute resolution expertise to form effective strategies to minimise the business risk profile of medium to high complexity/ risk customer complaints and avoid customer escalation to external bodies such as AFCA.
• Management of lower complexity AFCA complaints i.e. registration and referral stage, as required.
• Effectively collaborate with subject matter experts across the business to ensure that investigation and customer outcomes are informed, fair and compliant.
• Author strategy papers and analysis for leaders and key stakeholders including the identification and inclusion of key risks and recommendations.
• Effectively communicate with customers verbally and in writing to investigate and resolve their complaints.
• Author correspondence to customers using brand and customer appropriate tone as well as ensuring that regulatory obligations are met, and risk is mitigated.
• Achieve resolution of customer complaints with the application of strategic and commercial decision making.
• Play an active role in the development and ongoing enhancement of a broader continuous learning and improvement cycle —provide feedback, identify thematic service failures and faulty processes through root-cause analysis, and take action on those weaknesses.
• Act as a conduit for active 1:1 feedback to employees and their leaders where service failures have resulted in customer disputes, assisting the broader BOQ Group in a coaching and mentoring capacity.
• Other administrative tasks as required.
• Exemplify the BOQ Group values of Spirited, Optimistic, Curious, Inclusive, Accountable and Lionhearted to contribute to the purpose of Building Social Capital through Banking.
• Understand and comply with the Code of Conduct and any additional policies and procedures which apply to the role to ensure BOQ Group excels, complies with laws and regulations, and upholds their reputation.

About you

As the successful candidate for this role, you will be able to demonstrate the following skills and experience:

• Knowledge of the banking industry and relevant compliance and regulatory requirements e.g. RG 271, Privacy Act etc.
• Experience in managing IDR customer complaints under RG 271 and BCOP.
• Ability to negotiate and influence outcomes including financial settlements and terms of agreement.
• Ability to interpret, understand and practically apply legislation, regulation and product terms and conditions.
• Demonstrated ability to identify opportunities for improvement and to influence change as a result.
• Well-developed written and verbal communication skills.
• Well-developed planning, organisation and time management skills
• Ability to build and develop rapport and demonstrate empathy to influence outcomes and perceptions.
• Well developed critical thinking capability including the ability to review data, draw insight and deliver appropriate analysis.
• Knowledge in banking processes, products and guidelines e.g. credit, collections
• Demonstrated knowledge of BOQ Group’s values and purpose and ability to bring these to life.

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

• Flexible working arrangements
• Discounted financial products
• Salary sacrificing options
• Paid parental leave with no minimum
• 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

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.