Customer Advocate Advisor

1 week ago

Brisbane, Queensland, Australia Bank of Queensland Full time

About the Role
Our customers deserve a loud voice, especially those whose voices can be hardest for the bank to hear. That's why we have a Group Customer Advocate who operates independently within our organisation.


The Customer Advocate Office (CAO) is an extended function of the Office of the CEO and exists to ensure customers are listened to, understood, and treated fairly.

We support the bank in making better decisions and delivering fairer customer outcomes through input, oversight, and challenge.

An ambitious and ever-growing advocacy agenda has led to growth within our CAO.

As a trusted advisor, you will provide advice, recommendations, and support both directly to and on behalf of the advocate, with confidentiality and the interests of our customers front of mind.

You will personally support stakeholders at all levels with complex, contentious, and sensitive matters, in circumstances where a fair outcome may be difficult for the bank to identify or where the involvement of the advocate is required.


You will review and investigate matters referred to the CAO with an impartial and empathetic lens to provide trusted advice and recommendations.

In addition, you will liaise with business divisions to make enquiries and conduct investigations relating to customer issues.

As an outcome of your investigation and in consideration of strong sector awareness, you will deliver key recommendations to the bank and close the loop with the advocate on outcomes and next steps.

We achieve better outcomes for our customers when we work together.

You will be supported by a genuinely tight-knit and highly supportive team within the CAO, located across Brisbane, Sydney, and Melbourne, working directly alongside two other advisors and in close collaboration with several other support functions including legal, risk, and compliance.


About you

To be successful in this role you will be able to work semi-autonomously with the utmost integrity and the ability to establish facts, speak the truth, and influence positive change that firmly resists 'group think' and confirmation bias.

You're someone who can look at issues affecting our customers objectively with positive regard, empathy, and compassion.

You are comfortable with asking 'why' and speaking up when something doesn't sit right - even when it might be unpopular.


You'll join us with proven experience within the financial services sector, ideally with direct banking experience and knowledge of some of the technical issues relating to the most common issues our advocate becomes involved in such as financial abuse, power of attorneys, financial administrators, complex complaints, and consumer vulnerability.


With excellent communication skills you'll have the ability to communicate complex issues in a simple and clear manner (verbally and written), and be comfortable representing the advocate internally and externally, listening to feedback, and adopting an inquisitive, respectful, and constructive dialogue with stakeholders.

You are well equipped for working in a highly regulated environment that deals regularly in sensitive matters that require the utmost confidentiality and integrity - your empathy and maturity will go a long way in this role

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
BOQ Group is committed to diversity

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