Customer Relationship Specialist - Cleveland

About The Role As a Customer Relationship Specialist, you’ll be the welcoming face of BOQ in our Cleveland branch. As a Customer Relationship Specialist, you’ll be the welcoming face of BOQ in our Cleveland branch. You’ll work closely with the Branch Manager and a supportive team to deliver exceptional service by identifying and responding to customers’ financial needs. Your day‑to‑day will involve engaging customers in meaningful conversations to uncover their current and future goals, then matching them with the right banking solutions. You’ll manage loan maintenance requests such as top‑ups, pricing adjustments, and variations, ensuring a smooth and transparent experience for the customer. You’ll also play a key role in identifying opportunities for referrals to specialist teams, including Home Lending and Business Banking, to ensure customers receive the most comprehensive support. As part of your proactive rhythm, you’ll maintain regular contact with new and existing customers, manage leads, and book appointments to deepen relationships and drive retention. In addition to customer‑facing responsibilities, you’ll support the development of your team by coaching Customer Service Officers on quality conversations, lead identification, and service excellence. You’ll also champion digital banking tools, helping customers build confidence in managing their finances online. This role is a launchpad for a future in lending, with structured training in lending fundamentals and a clear pathway toward becoming a Lending Specialist. About You You’re a confident communicator with a genuine passion for helping people. You’ll thrive in this role bringing previous experience in customer service, ideally within banking or financial services. Exposure to consumer lending is a plus. You will be a key contributor to a collaborative team environment, always willing to go above and beyond for your customers and colleagues. Your personalized approach to every customer interaction, combined with a "can do" attitude, will ensure success in all aspects of your role. You will confidently learn and use a variety of technical financial systems, showcasing your excellent written and verbal communication skills and strong attention to detail. 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. In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group. Benefits 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! 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. #J-18808-Ljbffr BOQ Group