Bank of Queensland
Customer Service Consultant
To provide a compelling alternative to the big banks.
Customer service and support
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Entry Level · A role for someone with underlying potential, good motivation and ability to learn. Typically no direct experience is required.
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Why Bank of Queensland
We’re on a mission to become Australia’s most loved bank. No walk in the park, but it’s how we go about things that make it possible. We’ll do it by getting face-to-face, one-to-one and creating real, long-lasting relationships with our customers. Flash-in-the-pan financial arrangements aren’t for us.
Like any close relationship good communication is everything. In fact, getting personal is what we’re all about. Being able to talk to us on social media should be more like chatting with a good friend over coffee. So feel free to share the love by sharing our posts, ask questions, or tell us what you think.
About the role
About the Role
Our BOQ Group contact centres have exciting opportunities for motivated and passionate customer service professionals to join a caring, fun and high energy team.
As a Customer Service Consultant with BOQ Group, you will be servicing the needs of our customers across all our banking products at our Melbourne CBD contact centre.
The role is phone based and all our calls are inbound enquiries from our BOQ customers. It’s a fun, customer centric environment where there’s heaps of support and focus on career development. Our contact centre is open 8am – 8pm Mondays to Fridays and 9am – 5pm on Saturdays, so you’ll need to be available during those times (we’re closed on Sundays and National Public Holidays).
We are dedicated to providing you with all the training and support you need to become proficient in role, as such no experience in banking is necessary! You’ll start off in the classroom for 2 weeks, where you’ll learn everything you need to know to get you started, then you’ll join the team where you’ll be on the phones taking calls in a supportive environment with ongoing training, until you able to take calls across all our products at BOQ, providing the best possible customer service at the same time.
About you
Has banking always interested you? Maybe you’ve spent the majority of your career in retail, hospitality or customer service and are looking to transfer the skills you’ve gained into a different industry where you can build a career? You’ve got the customer service skills we’ll provide the training that you need to succeed. In this role the three most valuable skills (aside from customer service and a positive attitude) that we are looking for in successful people are:
Resilience (every call is different; every customer is different – treat every call like it’s the first call of the day) Dedicated and reliable (if your shift starts at 8, be ready to take your first call at 8) Exceptional communication skills (you need to be a good listener, articulate and speak in a way that is respectful and professional) If you’re someone who’s excited at the prospect of all this opportunity holds and are eager to embark on a career in banking and looking to work for a company that values diversity and really cares for its staff, make sure you apply today
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.
What you'll be responsible for
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Relationship Building and Management
Develop, maintain, and prioritize relationships with key stakeholders to achieve specific goals
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Account Retention and Expansion
Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions
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Customer Query Handling
Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- ✅
Prioritization
Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
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Service orientation
Actively seeks and develops strategies to help key stakeholders
Meet the team
