About the Role
Our customers deserve a loud voice, especially those whose voice can be the hardest for the bank to hear.
The Customer Advocate Office (CAO) is an extension of the Office of the CEO, dedicated to ensuring that our customers are heard, understood, and treated fairly.
We're looking for a Group Customer Advocate to operate independently across the bank, providing advice, recommendations, and support to employees on behalf of the Advocate.
This role requires you to work closely with stakeholders at all levels, handling complex, contentious, and sensitive customer matters.
You will:
* Review and investigate matters referred to the CAO with an impartial and empathetic lens, providing trusted advice and recommendations.
* Self-manage a case load of advice and support matters from initial receipt through to closure.
* Engage with business divisions, making enquiries and conducting investigations into customer issues.
* Deliver key recommendations to the bank, ensuring appropriate actions are taken, and closing the loop with the Advocate on outcomes and next steps.
About You
To be successful in this role, you must be able to work semi-autonomously, demonstrating the utmost integrity, objectivity, and a commitment to fairness.
You should have:
* Experience in the financial services sector, ideally with direct banking knowledge and an understanding of key customer advocacy issues.
* Excellent communication skills, with the ability to convey complex issues clearly and simply.
* The ability to represent the Advocate internally and externally, actively listening to feedback and engaging in inquisitive, respectful, and constructive dialogue with stakeholders.
* A strong understanding of confidentiality and integrity, with the ability to maintain high levels of professionalism in a highly regulated environment.
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.
We're committed to diversity and an inclusive workforce, and we celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities.
If you're passionate about making a real difference for our customers and people, through shaping and influencing positive change, we'd love to hear from you.