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Customer Advocate Advisor

3 weeks ago

Brisbane, Australia Bank of Queensland Full time

**About the Role**
Our customers deserve a loud voice—especially those whose voice can be the hardest for the bank to hear. That’s why we have a Group Customer Advocate, operating independently across the bank.

The Customer Advocate Office (**CAO**) is an extension of the Office of the CEO, dedicated to ensuring that our customers are heard, understood, and treated fairly. The CAO helps the bank make better decisions and deliver fairer customer outcomes through input, oversight, and challenge.

As a trusted advisor, you will provide advice, recommendations, and support to employees across the bank on behalf of the Advocate, prioritising fairness, confidentiality and the interests of our customers. You will work closely with stakeholders at all levels, handling complex, contentious, and sensitive customer matters—especially in situations where achieving a fair outcome is challenging or requires the Advocate’s involvement.

This role is not external customer-facing but rather internal customer-facing, setting the tone of a culture centred on the principles of fairness and accountability, one where our people feel equipped and empowered to take ownership of complex customer situations and deliver fair outcomes in response.

**In this role, you will**:

- Review and investigate matters referred to the CAO with an impartial and empathetic lens, providing trusted advice and recommendations.
- Self-manage a case load of advice and support matters from initial receipt through to closure.
- Engage with business divisions, making enquiries and conducting investigations into customer issues.
- Deliver key recommendations to the bank, ensuring appropriate actions are taken, and closing the loop with the Advocate on outcomes and next steps.
- Work collaboratively within a close-knit, highly supportive CAO team, located across Brisbane, Sydney, and Melbourne.
- Partner with key functions including legal, risk, and compliance to drive better customer outcomes.
- Represent the Advocate at internal forums, engagements, and external events, such as the bank’s Annual General Meeting and community meetings.

**About you**
To be successful in this role, you must be able to work semi-autonomously, demonstrating the utmost integrity, objectivity, and a commitment to fairness—even when that means challenging prevailing views or resisting ‘group think’.

**You are someone who**:

- Approaches customer circumstances with objectivity, empathy, and compassion.
- Is comfortable asking ‘why’ and speaking up when something doesn’t seem right—even when it’s unpopular.
- Has experience in the financial services sector, ideally with direct banking knowledge and an understanding of key customer advocacy issues, such as financial abuse, powers of attorney, financial administrators, complex complaints, and consumer vulnerability.
- Has experience working both autonomously and in a team environment, working efficiently and effectively self-managing a case load of competing priorities.
- Possesses excellent communication skills, with the ability to convey complex issues clearly and simply, both verbally and in writing.
- Can represent the Advocate internally and externally, actively listening to feedback and engaging in inquisitive, respectful, and constructive dialogue with stakeholders.
- Thrives in a highly regulated environment, regularly dealing with sensitive matters that require the highest levels of confidentiality and integrity.

If you’re passionate about making a real difference for our customers and people, through shaping and influencing positive change, we’d love to hear from you.
**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 Benefits**
- Flexible working arrangements
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum
- Purchase annual leave
- Discounted private health insurance plan
- Em