About the role

The Customer Relations Consultant – EDR plays a key role in managing escalated customer complaints received through AFCA and other external dispute resolution bodies, leading thorough investigations, preparing clear and compliant written responses, and negotiating fair outcomes that meet regulatory requirements. In this role, you’ll handle complex cases end‑to‑end, attend conciliation conferences, collaborate with Legal and internal experts to ensure decisions are accurate and well‑informed, and communicate confidently with customers to guide them through the resolution process. You’ll also identify trends, root causes, and systemic issues to support continuous improvement and help strengthen BOQ Group’s approach to customer fairness and complaint management.

About you

You bring extensive knowledge of the banking industry, including key regulatory and compliance requirements such as RG 271 and the Privacy Act, along with deep exp...