Senior Credit Management Officer

About the role

This is an opportunity to bring your collections expertise to a role where you can make a genuine difference for customers while helping BOQ Group manage risk and deliver fair customer outcomes.

As a Senior Credit Management Officer, you'll work with customers across both retail and business banking who are experiencing financial difficulty or are in arrears on their lending products. You'll use your experience to navigate more complex customer situations, identify appropriate solutions and help customers return to a sustainable financial position wherever possible.

Working closely with teams across Collections, Customer Assistance, Customer Advocacy, Risk, Compliance and Legal, you'll take ownership of complex arrears portfolios, assess customer circumstances, recommend appropriate strategies and provide guidance to others within the team. You'll also support provisioning, write-off and recovery activities while ensuring all decisions align with BOQ Group policies, regulatory obligations and delegated authority frameworks.

This is a role for someone who enjoys balancing customer outcomes with commercial thinking, thrives in a fast-paced environment and is passionate about doing the right thing, especially when customers need support the most.

At BOQ Group, you'll be part of a team that values curiosity, accountability and collaboration, with the opportunity to continue developing your career within a values-led organisation.

About you

You – our preferred candidate is an experienced collections, recoveries, financial assistance or credit management professional who knows how to navigate complex customer conversations with empathy, confidence and sound judgement.

You understand the importance of balancing customer needs with risk outcomes and are comfortable making decisions within policy and regulatory frameworks. You may already be working in collections, hardship, recoveries, banking operations or a related financial services environment and are ready to take the next step in your career.

You'll bring strong stakeholder management skills and the ability to build trusted relationships across a range of teams. You're highly organised, comfortable managing competing priorities and have a keen eye for detail.

Experience working with relevant legislation and regulatory requirements will be highly regarded, including knowledge of consumer credit, bankruptcy, privacy and banking obligations. Strong communication skills, resilience and the ability to handle challenging conversations with professionalism and care will set you up for success in this role.

Most importantly, you're passionate about helping customers achieve better outcomes and enjoy working as part of a supportive team that genuinely cares about its customers and each other.

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.

Our perks

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!

How to apply

To apply for this role, follow the links.

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.