Customer Assistance Specialist

  • Company:
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    7 hours ago
  • Category:
    Customer Service

About the Role

An opportunity has arisen to join the BOQ Customer Assistance team in a 6 month maximum term contract providing assistance to customers experiencing financial difficulty. This is an excellent opportunity to utilise your hardship experience and join BOQ in a role directly supporting our customers. 

As one of our Customer Assistance Specialist’s you will be responsible for providing excellent customer service by way of inbound and outbound contact with BOQ customers; assessing applications in an an empathetic and supportive manner whilst giving full consideration to the customer’s circumstances.

Our Specialist’s undertake credit assessment strategies to assess applications and mitigate risk across a broad range of Retail, Commercial and Equipment Financial hardship applications.

Specific responsibilities will include:

  • Making timely and appropriate assessment decisions to meet the customer’s needs, proposals and current circumstances
  • Ensuring that decisions made are at an appropriate level of risk based on structure and security
  • Providing quality service and support to customers and branches
  • Fostering a ‘one-team’ style between branches and other departments
  • Handle customer service enquiries via the telephone and email.
    To be successful in this role you will have the below skills, knowledge and experience:

  • Experience in a customer service role undertaking inbound and outbound phone calls providing support to customers 
  • High level listening skills with a clear and concise phone manner 
  • The ability to work towards KPI’s and targets 
  • Demonstrated experience in hardship/collections would be advantageous 
  • Excellent organisation, time management, prioritisation skills and attention to detail
  • Ability to absorb and learn new information quickly
  • Ability to work both autonomously and as part of the team in a high paced enviornment. 
  • About Us

    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 and our customers. 

    We support a flexible workplace and we are committed to an inclusive and diverse culture where differences are embraced!

    Our Benefits

  • Flexible working arrangements
  • Discounted financial products
  • Salary sacrificing options
  • Paid parental leave
  • Paid volunteer days
  • Purchase annual leave
  • BUPA Corporate Plan
  • Mentoring and leadership programs
  • Employee Assistance Program (EAP)
  • Gym, shopping, technology and travel offers!