Credit Management Officer

As a Credit Management Officer at BOQ Group, you’ll play a vital role in helping our customers return to financial health. You’ll be responsible for delivering high-quality service to customers in arrears across both our retail and business banking portfolios.

Your focus will be on implementing approved arrears management strategies to reduce delinquency and potential losses, while ensuring fair and empathetic treatment of every customer.

You’ll work closely with internal teams such as Customer Assistance, Collections, Risk, and Legal, as well as external stakeholders like financial counsellors and customer advocates.

Your day-to-day will involve assessing customer circumstances, recommending tailored solutions, and ensuring compliance with relevant legislation and BOQ Group policies.

This is a role where your decisions directly impact customer outcomes and contribute to the bank’s broader purpose of building social capital through banking.

You’re a confident communicator with a strong understanding of the banking and finance industry, particularly in credit and collections. You bring experience handling inbound and outbound customer calls and are comfortable working towards KPIs and performance targets.

Your ability to listen, empathise, and problem-solve allows you to support customers through challenging financial situations with professionalism and care.

You have a solid grasp of relevant legislation including the Bankruptcy Act, Privacy Act, and National Consumer Credit Code. Your strong organisational and time management skills help you prioritise effectively, and you thrive both independently and as part of a team.
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You’re quick to absorb new information, maintain healthy boundaries between work and personal life.

Most importantly, you live and breathe BOQ Group’s values: you’re spirited, optimistic, curious, inclusive, accountable, and lionhearted.

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.

Since 2021, BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).

In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.

At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth. Our comprehensive benefits package is designed to enhance your well-being, provide financial security, and foster a sense of community and inclusion. Here are just some of the fantastic perks you can enjoy as part of our team:

• 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!

To apply for this role at #boqgroup #transformation&operations, follow the links or apply via our Careers Page.

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 please let us know any reasonable adjustments you may need during the interview process.

If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to: identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.

Please no agency applications.