Customer Assistance Specialist

**About the Role**
- The assessor will encompass good credit assessment strategies whilst at the same time ensuring that escalations through to the Financial Ombudsman are kept to a minimum.
- The assessor will assess with efficiency and a mutual understanding of the customers circumstances whilst being mindful of the bank's position and risk.

**Assessment**
- Making timely assessment decisions appropriate to the customers’ needs, proposals and current circumstances.
- Ensuring that decisions made are at an appropriate level of risk based on structure and security.
- Identifying the most appropriate option to assist customers after consideration has been given to their specific needs, proposals and circumstances.
- Ensuring that not later than 30 days after entering into an agreement with a debtor to change the agreement, a written notice (Letter of Variation) is provided setting out the particulars of the change in the terms of the credit contract.

**Customer Service**
- Ensure quality service and support is provided to customers and branches.
- Fostering a ‘one-team’ style between branches, equipment finance, Retail & Commercial collections and head office departments
- Handles customer service inquiries and problems via the telephone.
- Receives, investigates and responds to all customer inquiries regarding account status and complaints.
- Responds to unexpected customer requests with a sense of urgency and positive action.
- Participates in developing a variety of effective ways to deal with difficult customers.
- Consults with management on modifying business processes to enhance service delivery.

**About you**
- Understanding of National Debt Collection Guidelines preferred
- Knowledge of debt and securities enforcement practices and processes preferred
- Previous experience in a banking or customer service environment is desirable
- Experience with inbound & outbound phone calls, with a clear and concise phone manner
- Previous experience in a collections and/or debt enforcement environment is desirable
- Excellent organisation, time management, prioritisation skills and attention to detail

**About Us**
BOQ is one of Australia’s leading regional banks and provides a genuine alternative for Australian financial services customers and employees. Our purpose is to create prosperity for our customers, shareholders and people through empathy, integrity and by making a difference. Our ambition is to be known as the bold challenger bank; with multi-brands that are digitally enabled with a personal touch.

BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community.

BOQ’s Inclusion 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).

**Our Benefits**
- Flexible working arrangements
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum
- Paid volunteer days
- Purchase annual leave
- Discounted private health insurance plan
- Employee Assistance Program (EAP)
- 5 employee diversity network groups focusing on: First Nations Reconcilation Council, Proudly ME (LGBTIQA+), Multicultural, Gender and Early Career
- BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index

**How to Apply**

The Bank of Queensland is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

If you are successful for a role with the Bank of Queensland, 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.

Job Reference: BOQ02654