"Maintaining an environment that fosters inclusion and celebrates diversity is fundamental to achieving an empathetic culture. By embracing our differences at BOQ, we will deliver a better experience for our people and customers. Diversity of thought and gender equality enables us to innovate and transform, so we can truly reimagine banking.” George Frazis, Managing Director and Chief Executive Officer.
Learn more about what it takes to work in one of our frontline roles.
Customer Service Officer
About the role
As a core member of our branch team, you’ll be the ‘face’ of BOQ! Every day you’ll be supporting our customers and helping them achieve their financial goals by identifying the best BOQ products and services for them. You’ll build the foundational skills and knowledge in banking, which can open up pathways and opportunities towards a career in lending at BOQ.
What tasks will you be doing?
Customer Service: You’ll help customers find the best banking solution to meet their home buying and savings goals. Through empathy, creative problem solving and excellent verbal communication you’ll build long lasting relationships and make a difference for every customer.
Managing Technology & Risk: You’ll use our finance systems to record important customer information and process applications. Using bank policies, procedures and instructions, you’ll manage risk and maintain integrity while creating a positive experience for the customer.
What makes you successful?
- Customer Service Experience
- Empathetic
- Passion to make a difference
- Energetic
- Confident
- A proactive forward-thinker
What capabilities do you have?
Creative Problem Solving
You’ll take time to understand customer needs and goals before thinking creatively about banking solutions that might be right form them. There may also be times where you will need to think of ways to resolve customer complaints quickly and effectively.
Verbal Communication
You’ll need to be able to clearly express yourself verbally to customers from diverse backgrounds – asking questions and sharing information.
Consulting
You’ll make customers feel comfortable when understanding their needs, before confidently presenting appropriate banking products and services and supporting the customer to make a timely decision.
Delivering Results
You’ll be focused on achieving positive outcomes for customers in a timely manner while delivering on the goals and targets for your team and BOQ.
What I love about my job is interacting with people, connecting with people.
Learn what it's like to work as a Customer Service Officer
Watch Reinaldo's StoryCustomer Connect Representative
About the role
As a core member of our customer contact centre team, you’ll be the ‘first port of call’ and connection for our customers! Every day you’ll be supporting our customers and helping them achieve their financial goals by identifying the best BOQ products and services for them. You'll also off support and information to both new and existing customers.
What tasks will you be doing?
Customer Service: You’ll help customers find the best banking solution to meet their life goals. This will require empathy, creative problem solving and excellent communication to make a difference for every customer.
Customer Relationship Management: You’ll maintain customer details and product information through our electronic customer relationship management system.
What makes you successful?
- Customer Service Experience
- Empathetic
- Passion to make a difference
- Energetic
- Patient
- A proactive forward-thinker
What capabilities do you have?
Creative Problem Solving
You’ll take time to understand customer needs and goals before thinking creatively about banking solutions that might be right for them. There may also be times where you will need to think of ways to resolve customer complaints quickly and effectively.
Communication
You’ll need to clearly express yourself verbally and in writing, as you engage with customers from diverse backgrounds across a range of channels and touchpoints (e.g. email, social, phone, chat) – asking questions and sharing information.
Consulting
You’ll make customers feel comfortable when understanding their needs before confidently presenting appropriate banking products and services and supporting the customer to make a timely decision.
Delivering Results
You’ll be focused on achieving positive outcomes for customers in a timely manner while delivering on the goals and targets for your team and BOQ.
Broker Application Analyst
About the role
As a vital member of our Mortgage Hub team, you’ll be working with Mortgage Brokers to support our customers in achieving their financial goals! Passionate about analysing data and lending, you’ll provide Brokers with a complete analysis of loan applications to assist our customers in successfully buying their home!
What tasks will you be doing?
Evaluating Loan Applications: You’ll investigate and evaluate loan applications that come through our Mortgage Broker network; interpreting lending standards in order to verify the customer’s files and documentation, identify missing information or areas of concern before providing the Broker with an outcome.
Communicating Advice: You’ll be using your outstanding verbal and written communication skills to provide Brokers advice on questions relating to loan terms and conditions, confirming additional documentation required or concerns with customer information identified during your loan evaluation – or even better – sharing the exciting news of a successful outcome!
What makes you successful?
- Prior lending experience
- Empathetic
- Passion to make a difference
- Analytical & data-oriented
- Attention to detail
- Solution-focused
What capabilities do you have?
Analysing Information
You’ll interpret information relating to loan terms and conditions and analyse customer loan application documentation against these – identifying discrepancies and formulating advice to Brokers and customers.
Delivering Results
You’ll be focused on achieving positive outcomes for Brokers and customers in a timely manner while delivering on the goals and targets for your team and BOQ.
Working with People
You’ll build strong relationships with Brokers and colleagues, through establishing rapport, taking an empathetic approach to understand what’s important to them, and focusing on what’s best for the team. Naturally, lending a helping hand to colleagues in busy times will help you and the team be successful!
Customer Focus
You’ll put the Broker and customer first - listening to their needs and questions, identifying solutions and providing advice that will support them in achieving a successful outcome.
What I love about my job is that I feel like I’m helping people achieve their goals.
Learn what it's like to work as a Broker Application Analyst
Watch Sanela's StoryOperations Officer
About the role
As an integral member of our operations team, you’ll be supporting our frontline branch officers to make a difference in our customer’s lives! Every day you’ll provide vital administrative support to our branches to keep everything humming along smoothly.
What tasks will you be doing?
Customer Service: You’ll help our branch team with administrative requests by understanding their needs, working with stakeholders inside and outside the business to respond to these needs, and delivering quality outcomes – so they can focus on our customers.
Administrative Support: Every day you’ll experience a variety of requests you’ll need to manage. These may vary from processing deceased estates, stationery requests, interest adjustments, unclaimed monies, Armaguard settlement & reconciliation, withholding tax refunds, to actioning government compliance and accountable forms.
What makes you successful?
- Customer Service Experience
- Empathetic
- Passion to make a difference
- Attention to detail
- Solution-focused
- A proactive forward-thinker
What capabilities do you have?
Delivering Results
You’ll be focused on achieving positive outcomes for internal customers in a timely manner while delivering on the goals and targets for your team and BOQ.
Following procedures
You’ll follow bank policies, procedures and instructions to process branch requests, manage risk and maintain integrity while creating a positive experience for the internal customer.
Working with People
You’ll build strong relationships with colleagues and internal customers, through establishing rapport, understanding and responding to their needs, and clearly expressing yourself verbally and in writing when actioning requests. Naturally, lending a helping hand to colleagues in busy times will help you and the team be successful!
Planning & Organising
You’ll take a planful and logical approach to completing tasks; considering priorities and managing your time to deliver exceptional outcomes.
