Consultant handling credit management and policy improvement at Neocredit. Collaborating on automation projects and financial data analysis for client risk mitigation.
About the role
- Senior Customer Relations Consultant managing complex complaints for BOQ Group, guiding issues from first contact to resolution with clear communication. Collaborating on customer experience improvements.
Responsibilities
- Stepping into the Senior Customer Relations Consultant space.
- Lead on complex or high-risk complaints, guiding them from first contact to resolution.
- Own investigations, shape strategies, and represent BOQ Group in internal and external dispute resolution.
- Craft clear and confident written responses and negotiate outcomes that balance fairness, compliance, and commercial sense.
- Unpack trends and root causes, feeding back insights to uplift the customer experience.
Requirements
- You understand our environment, our customers, and our expectations.
- Enough experience with complaints, regulation, and risk to navigate the grey.
- A natural communicator who can write with clarity and speak with empathy.
- Knowledge of RG 271 & the AFCA process is preferred.
- Analytical mindset without losing the human side.
- Confident in decision-making and genuinely motivated to get things right.
- A teammate who shares what you learn and helps build a culture of feedback.
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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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