Customer Advocate Advisor

**About the Role**
Our customers deserve a loud voice, especially those whose voice can be hardest for us to hear. That’s why we have a dedicated Customer Advocate who operates independently within BOQ Group.

The Customer Advocate Office (CAO) exists to ensure customers are listened to, understood and treated fairly. Supporting the bank to make better decisions and deliver fair customer outcomes through input, oversight and challenge.

The Customer Advocate Advisor provides advice, recommendations and support both directly to and on behalf of the Customer Advocate. Support stakeholders at all levels with complex and sensitive matters, in circumstances where customers may be particularly vulnerable, where a fair outcome may be difficult to identify or where input of the Customer Advocate is required.

Review and investigating matters referred to the CAO with an impartial and empathetic lens to provide sound advice and recommendations. In addition, the advisor liaises with business divisions to conduct thematic reviews and investigations relating to customer issues. As an outcome of investigation and review, and in consideration of strong sector awareness, deliver key recommendations to the bank and the Customer Advocate. You will be supported by another Customer Advocate Advisor, the broader CAO team and a number of other teams including legal, risk and compliance functions.

The Customer Advocate Advisor also supports the broader CAO in the development and delivery of the group customer vulnerability strategy with a focus on instilling the perspectives of people with lived experience and the needs of our people to ensure the effectiveness of initiatives. The role has a clear and regular line of contact with BOQ Group employees and their leaders who are supporting customers in need of extra care in addition to participating in and at times facilitating internal and external forums relating to customer issues, vulnerability, emerging issues, and community engagements.

**About you**
To be successful in this role you will be someone who is able to work semi-autonomously with the utmost integrity and the ability to establish facts, speak the truth and influence positive change to give customers a loud voice.

You will have experience in the financial services sector, ideally with direct banking experience and working knowledge of technical issues relating to banking, lending, power of attorneys, financial administrators and consumer vulnerability. You will possess excellent communication skills with an ability to communicate complex issues in a simple and clear manner (both verbally and written).

Experience working in a highly regulated environment that deals regularly in sensitive and confidential matters is preferable.

**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.

In 2021 BOQ Group was awarded a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality citation.

**Our Benefits**
- Flexible working arrangements
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum
- Paid volunteer days
- Purchase annual leave
- BUPA Corporate Plan
- Employee Assistance Program (EAP)
- A ‘zero tolerance’ to Domestic and Family Violence (DFV) with active support for employees experiencing DFV
- Accessible work support through various practices, systems, office adjustments
- Gym, shopping, technology and travel offers
- 5 employee diversity network groups focusing on; First Nations Reconciliation 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 T