Customer Retention Consultant at BOQ Group

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

15 Oct, 26

Salary

0.0

Posted On

17 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Retention, Relationship Management, Financial Services Knowledge, Sales, Communication, Organizational Discipline, Compliance, Conflict Resolution, Digital Banking Guidance, Time Management, Decision Making, Collaboration

Industry

Financial Services

Description

About the Role As a Customer Relationship Consultant, you’ll be at the heart of BOQ Group’s home‑lending growth engine. Every conversation—whether inbound or outbound—is your opportunity to strengthen customer relationships, uncover lending needs, and drive meaningful business outcomes. You’ll champion exceptional customer experiences while confidently navigating sales, retention, and margin‑focused conversations that build long‑term value for both the customer and the Group. In this fast‑paced, growth‑oriented role, you’ll use clear communication, strong organisational discipline, and a compliance‑first mindset to deliver results. You’ll work closely with both Proprietary and Third‑Party teams, deepening relationships through proactive outreach, identifying referral opportunities, and resolving customer needs with efficiency and care. You’ll thrive here if you love turning conversations into action—whether that’s retaining a customer, identifying a lending opportunity, resolving a complaint on the spot, or guiding someone through digital banking with confidence. Every interaction is a chance to advocate for the customer, deliver on promises, and contribute to a seamless, high‑quality experience. This role is perfect for someone who’s energised by targets, motivated by customer success, and ready to play a key part in BOQ’s home‑lending growth story. About You You’re a confident, customer‑driven professional who knows how to turn conversations into commercial outcomes. With a solid understanding of the financial services landscape, you can quickly grasp customer needs and match them with smart, personalised solutions that build loyalty and drive growth. You bring a natural talent for connection—your communication style is clear, warm and persuasive, helping you earn trust and deepen relationships with ease. You thrive in fast‑paced environments, juggling priorities, managing your time effectively, and making sound decisions that balance customer needs with business goals. Tech doesn’t intimidate you. You learn new systems quickly, stay curious, and proactively seek out information to keep improving. You’re energised by teamwork, collaboration, and contributing to a high‑performing culture where everyone lifts each other up. You embrace change, take ownership of your results, and show up every day ready to deliver exceptional experiences that keep customers coming back. 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. In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group. Our perks At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth. Our comprehensive benefits package is designed to enhance your well-being, provide financial security, and foster a sense of community and inclusion. Here are just some of the fantastic perks you can enjoy as part of our team: Flexible working arrangement - Balance your work and personal life with ease. Discounted financial products - Enjoy exclusive rates on our financial services across the Group. Salary sacrificing options - Maximise your take-home pay with our salary packaging options. Paid parental leave with no minimum requirements - Spend quality time with your new family member without any worries. Purchase additional annual leave - Need more time off? You can buy extra leave days. Discounted private health insurance plan - Take care of your health with our special rates. Employee Assistance Program (EAP) - Access confidential support for personal and professional challenges for you and your family Access to employee network groups - Connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups. Pride in Diversity membership: We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index. We are committed to creating a workplace where everyone feels valued and supported. Join us and be part of a company that truly cares about its people and community! How to apply To apply for this role, follow the links. 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. Find out why BOQ Group is a great place to work and about our commitment to inclusion. Learn about BOQ Group BOQ Group embraces an inclusive culture where we all belong. Find out more about BOQ Group's Commitment to Inclusion. We're always looking for passionate and talented people to join our growing BOQ Group team! Learn about our recruitment process. The BOQ Group talent team is made up of customer-centric talent professionals with extensive recruitment experience between them. They live and breathe the BOQ way and are dedicated to guiding you along the recruitment process, from start to finish. Meet the BOQ Group Talent Acquisition team. Smaller Bank, Bigger Opportunities. Turn possibilities into reality by kick-starting your career with our BOQ Group Summer Internship program. Learn more about our Summer Internship program.

Responsibilities

Manage inbound and outbound conversations to strengthen customer relationships and drive home-lending growth. Focus on retaining customers, identifying lending opportunities, and resolving complaints while ensuring a high-quality customer experience.