Customer Assistance Specialist

**About the Role**

As an assessor you will encompass good credit assessment strategies whilst at the same time ensuring the customers circumstances are at the forefront of every interaction and decision. You will work with our customers to understand their circumstances and provide options within out Financial Assistance framework, ensuring you adhere to our Financial Hardship Assistance processes from start to finish. You will need to work efficiently, with care, understanding and diligence to ensure our most vulnerable customers are treated with the upmost respect throughout their hardship.

**About you**

Experience working in a fast-paced customer service environment, speaking with customers & supporting them through difficult times. Demonstrating personal resilience when hearing our customers experiences and being able to exhibit empathy and understanding is key to being successful. Banking or lending experience is also preferred but not a requirement.

Thriving in a collaborative environment is important to us, someone who can communicate effectively alongside your team with a keen attention to detail, excellent organisation & time management while delivering exceptional service. 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**
- Flexible working arrangements
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum
- Purchase annual leave
- Discounted private health insurance plan
- Employee Assistance Program (EAP)
- Access to employee network groups focused on First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers and accessibility
- BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index

**How to Apply**

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.

Job Reference: BOQ04255