Senior Collections Officer

About the Role

An excellent has opportunity has arisen for a Senior Collections Officer to join our team. In this role you will provide a key role in resolving troubled and impaired accounts. You will take control of your own portfolio of impaired accounts and work with our customers, as well as internal and external stakeholders to maximise the recovery of troubled loans.

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

Your day-to-day will involve engaging with customers over the phone, identifying hardship triggers, and engaging with key stakeholders and thinking creatively about how you can resolve. You'll ensure all actions are compliant with BOQ policies and regulatory requirements, and you'll maintain accurate records to support transparency and accountability.

This role is very dependent on your strong stakeholder management skills as you will be asked to Liaise with external consultants engaged by the Bank (Lawyers, Field Agents Valuers, etc) and also with internal departments

You'll also act as a point of support for your colleagues—sharing your knowledge, assisting with escalations, and helping to maintain a positive and collaborative team environment.

About you

You – our successful candidate is someone who thrives in a fast-paced, customer-focused environment and brings a calm, empathetic approach to every conversation.

We'd love if you had prior banking or lending experience with previous involvement in recoveries or collections essential to the role. If you are someone with specialised knowledge in corporate recovery and insolvency practices that's a plus too.

You're a natural problem-solver, a strong communicator, and someone your teammates can rely on. You're organised, detail-oriented, and confident navigating complex situations.

You will need the ability to work autonomously to both established and forecast deadlines. Attention to detail will be called into action regularly, so this needs to be something that comes naturally to you. If this sounds like you - we would 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 Perks

At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth. Our comprehensive benefits package is designed to enhance your well-being, provide financial security, and foster a sense of community and inclusion. Here are just some of the fantastic perks you can enjoy as part of our team:

• Flexible working arrangement- Balance your work and personal life with ease.
• Discounted financial products - Enjoy exclusive rates on our financial services across the Group.
• Salary sacrificing options - Maximise your take-home pay with our salary packaging options.
• Paid parental leave with no minimum requirements - Spend quality time with your new family member without any worries.
• Purchase additional annual leave - Need more time off? You can buy extra leave days.
• Discounted private health insurance plan - Take care of your health with our special rates.
• Employee Assistance Program (EAP) - Access confidential support for personal and professional challenges for you and your family
• Access to employee network groups - Connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups.
• Pride in Diversity membership: We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index.

We are committed to creating a workplace where everyone feels valued and supported. Join us and be part of a company that truly cares about its people and community

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, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.

If you are successful for a role with BOQ Group, 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.

Please no agency applications.