About the Role As a Customer Relationship Specialist, you’ll be the welcoming face of BOQ in our Canning Vale 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 involves 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 will also identify opportunities for referrals to specialist teams, maintain regular contact with new and existing customers, manage leads, book appointments, coach team members, and champion digital banking tools. This role is a launchpad for a future in lending, with structured training in lending fundamentals and a pathway toward becoming a Lending Specialist.
Key Responsibilities - Engage customers in conversations to uncover financial goals and recommend appropriate banking solutions.
- Process loan maintenance requests, including top‑ups, pricing adjustments, and variations.
- Identify and refer customers to specialist teams such as Home Lending and Business Banking.
- Maintain regular contact with new and existing customers to deepen relationships and drive retention.
- Manage leads and book appointments to support customer engagement.
- Coach Customer Service Officers on quality conversations, lead identification, and service excellence.
- Promote and support the use of digital banking tools to help customers manage their finances online.
About You
You’re a confident communicator with a genuine passion for helping people. You thrive when you bring a proactive, solutions‑focused mindset and a “can‑do” attitude to the role. You have previous experience in customer service, ideally within banking or financial services, and a collaborative spirit that drives you to go above and beyond for customers and colleagues.
Qualifications - Solid communication and interpersonal skills.
- Experience in customer service, preferably within banking or financial services.
- Exposure to consumer lending is a plus.
- Attention to detail and the ability to navigate financial systems with ease.
- Proactive approach to challenges and a commitment to service excellence.
Benefits - Flexible working arrangements.
- Discounted financial products across the Group.
- Salary sacrificing options.
- Paid parental leave with no minimum requirements.
- Ability to purchase additional annual leave.
- Discounted private health insurance plan.
- Employee Assistance Program (EAP).
- Employee network groups (First Nations, LGBTQIA+, Multicultural, Gender, Early Careers, Accessibility). Diversity and Inclusion 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 let us know any reasonable adjustments you may need during the interview process.
📌 Customer Relationship Specialist - Canning Vale (Perth)
🏢 Boq
📍 Perth