Senior Collections Officer

True hybrid working | 50/50 WFH + office based

An excellent opportunity has arisen for a Senior Collections Officer to join our team. In this role, you will play a key part in resolving troubled and impaired accounts. You will manage your own portfolio of impaired accounts and collaborate with customers, as well as internal and external stakeholders, to maximize recovery of troubled loans.

You'll be responsible for managing more complex and sensitive customer accounts, using your judgment to recommend tailored solutions that balance customer care with business outcomes.

Your daily tasks will include engaging with customers over the phone, identifying hardship triggers, and working with key stakeholders. You will need to think creatively to resolve issues, ensure all actions comply with BOQ policies and regulatory requirements, and maintain accurate records for transparency and accountability.

This role heavily depends on your stakeholder management skills, as you will liaise with external consultants (lawyers, field agents, valuers, etc.) and internal departments.

You will also support your colleagues by sharing knowledge, assisting with escalations, and fostering a positive, collaborative team environment.

About you

The successful candidate is someone who thrives in a fast-paced, customer-focused environment and approaches every conversation with calmness and empathy.

Prior banking or lending experience, especially involving recoveries or collections, is essential. Specialized knowledge in corporate recovery and insolvency practices is a plus.

You are a natural problem-solver, a strong communicator, organized, detail-oriented, and confident navigating complex situations.

You must be able to work autonomously to meet both established and forecast deadlines. Attention to detail should come naturally to you. If this describes you, we'd love to hear from you.

About Us

BOQ Group is a unique collection of challenger brands with a purpose—to provide a genuine alternative to Australian financial services for customers and employees.

Our brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist) each have their own customer base and brand personality but share a common goal: building social capital through banking. We aim to create trust with customers, explore staff potential, and believe small gestures and big ideas can positively impact communities.

Our inclusive vision fosters a workplace that values diversity and creates new opportunities, where our people feel confident to bring their best selves every day. We embrace differences and believe our workforce should reflect the communities we serve.

Since 2021, BOQ Group has been recognized as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA). In 2023, we implemented an innovative Reconciliation Plan to promote inclusivity and positive change across the group.

We are dedicated to creating an exceptional work environment that supports your professional and personal growth. Our benefits include:

• Flexible working arrangements - Balance work and personal life with ease.
• Discounted financial products - Enjoy exclusive rates on our financial services.
• Salary sacrificing options - Maximize your take-home pay.
• Paid parental leave with no minimum requirements - Spend quality time with your family.
• Purchase additional annual leave - Buy extra leave days if needed.
• Discounted private health insurance - Take care of your health.
• Employee Assistance Program (EAP) - Access confidential support for personal and professional challenges.
• Access to employee network groups - Connect through groups like First Nations Reconciliation, LGBTQIA+, Multicultural, and others.
• Pride in Diversity membership - We are members of Pride in Diversity and participate in the Australian Workplace Equality Index.

We value and support diversity in our workplace. Join us and be part of a company that cares about its people and communities

How to Apply

To apply for this role at #boqgroup, follow the links or apply via our Careers Page.

BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

We celebrate and include people of all backgrounds, genders, expressions, sexualities, cultures, bodies, and abilities. When applying, feel free to share your pronouns and any reasonable adjustments needed during the interview process.

If successful, background screening will be required to comply with the Anti-Money Laundering and Counter Terrorism Financing Act, including identity verification, reference checks, criminal background checks, and others.

Please no agency applications.