Customer Support Officer

Description:

About the Role

• Join ASX 100 finance leader – It's possible to love a bank!
• Sydney based role with 60% working from home
• Permanent full time role on 3 week rotating roster

An opportunity has arisen for a Customer Support Officer who will be supporting our high performing Dealer and Partner Solutions team.

The purpose of this role is to efficiently process consumer and commercial applications through our BOQ systems within the Dealer and Partner Solutions team. The Customer Support Officer is responsible for the delivery of agreed SLA's to support our Dealer Finance, Novated and Structured Partners. The individual will develop and maintain strong working relationships with sales and service teams to deliver on customer and business outcomes.

The key responsibilities include:

• Supporting partners to process applications across our Hours of Operation Monday to Friday – 8.30am – 7.00pm (AEDST) and 9.30am – 4.00pm Saturday on a 3 week rotating roster
• Completion of work requests across multiple inboxes for partners to provide excellent service levels
• Assist partners with telephone queries to provide excellent service levels
• Process applications including employment confirmations, credit references and system enquiries to obtain credit decisions on loan applications
• Generate documents and settlement preparation to meet requirements for the settlement of loan applications
• Complete on-boarding processes to provide partners with system access and reviews of such access periodically
• Be actively involved in improvements in process and procedures across all tasks
• Be actively engaged in training to improve knowledge and performance

About you?

We are seeking an individual who is passionate about customer service and has excellent stake holder relationship skills. Further to this you will demonstrate the below skills, knowledge and experience:

• Customer Service experience in banking or finance related industry
• Experience in a Call Centre environment or Customer Service role would be beneficial
• Knowledge of the credit or dealer finance environment would beneficial
• Intermediate Microsoft Word & Excel
• Ability to work in a fast-paced, high growth and high demand environment
• Flexible and willing to learn a variety of tasks across the team
• Ability to work independently and solve problems for our customer and business needs
• Strong customer service ethic
• Ability to communicate with customers and key stakeholders across the business
• High level of oral and written communication skills
• High level of attention to detail
• A self-motivated individual with a desire to improve and evolve in an ever changing environment

About Us

BOQ is one of Australia’s leading regional banks and provides a genuine alternative for Australian financial services customers and employees. Our purpose is to create prosperity for our customers, shareholders and people through empathy, integrity and by making a difference. Our ambition is to be known as the bold challenger bank; with multi-brands that are digitally enabled with a personal touch.

BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community.

BOQ’s Inclusion 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 2021 BOQ Group was awarded a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality citation.

Our Benefits

• 
  Flexible working arrangements
• Discounted financial products
• Salary sacrificing options
• Paid parental leave with no minimum
• Paid volunteer days
• Purchase annual leave
• BUPA Corporate Plan
• Employee Assistance Program (EAP)
• A ‘zero tolerance’ to Domestic and Family Violence (DFV) with active support for employees experiencing DFV
• Accessible work support through various practices, systems, office adjustments
• Gym, shopping, technology and travel offers
• 5 employee diversity network groups focusing on; First Nations Reconciliation Council, EPIC (LTBTIQA+), Multicultural, Gender and Early Career.

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.