analyst

customer service representative

manager

senior risk analyst

anti money laundering analyst

Bank of Queensland

Hired to work in their contact centre without an interview. 4 weeks into the job and they still “didn’t have a plan” for where they were placing us within the business. Trainers tell staff to refer to their managers. New employees are made to take balance enquiry calls for weeks, averaging 8-10 calls per day, while customers are made to wait in queues of up to 45 minutes. While waiting, the expectation is that you read their website to learn more about your job. No phones allowed. No learning materials provided. When I enquired about next steps, I was told to contact my manager, but not to sound too “demanding”. 
For context, I’ve worked in many banking and finance roles in the past, and have been responsible for setting up call centres for start up businesses, including training, establishing processes, etc. This was purely intended to be a part time, casual job, where I could get out of the house, and interact with other people. I wasn’t looking to be challenged, I wanted to go to work, be busy for a few hours, then head home.
In all my years of experience, I’ve never come across a business that treats new employees with such arrogance. The general vibe was employees seeking out their managers for feedback, etc, rather than management being proactive. While some staff members profess to enjoy their jobs there, I’ve never seen a place of business where established staff members are so desperate to see days off. The only interactions new employees have with existing ones is when there is one on one training occurring. Staff just aren’t that friendly toward newcomers. I met my manager once, for about 2 minutes. And the reason I joined was to work part time. As soon as we were working, it was made clear to us by management that the expectation was that we were casuals, but available full time hours. And that we were NOT to discuss our pay rates. The expectation of hours was not discussed with us during our conversations with HR. And there were no interviews either. We were scheduled for 7 hour days, with one half hour break. 

While I appreciate that this role may be appropriate for those with zero motivation, zero banking experience and zero contact centre experience, there wasn’t really anything on offer for me. 


Having worked closely with Credit Risk and the Mortgage HUB at the time, the work kept you busy but the objectives to some of the work was misplaced in sight of the goal - streamlining processes to give the end customer a seamless experience. This was not achieved overall by the company in my years at the institution. Career opportunities are managed by nepotism. If you're not close with those of authoritative status aka management, you can forget about your career progression aspirations altogether. 

In my role I was averaging as the top performer consistently every quarter and saw no recognition or support from management when I would submit for senior roles. Terrible micromanagement style is the curse within that workplace there. BOQ is a small bank with small dreams, evidently was a determining factor in my departure.

If you are a young woman who is looking at starting a family whilst working at BOQ then its best you don't join this bank. they treat you like dirt and make you work long hours whilst knowing you are about to deliver in a few weeks. and once you go back to work after having your new bub your manager will treat you even worse and will never understand that kids get sick etc and will get you to meet with unexpected dead lines and the bullying culture still exist at BOQ and HR is dead silent on what is going. A terrible financial organization to work for and they talk about flexibility of work however none of this exist within many roles at the bank . if you can avoid working here. No one who works at the bank actually enjoys working there. no culture and no heart.

Bank Of Queensland was an excellent company to work for. We had set targets to meet each month.  If we achieved our individual targets we were rewarded each month with a bonus. Each shift we were required to provide an example of excellent customer service.  The most enjoyable and rewarding part of the job was self satisfaction knowing that I helped them by either by giving general information or solving more complex problems according to each individuals circumstance. Eg - lost visa card overseas. Bank Of Queensland taught me that each customer is important no matter what their circumstances are. We had a family friendly environment and management was very easy to approach. I don't believe there was a hard part of the job. I believe this as we were given proper training to perform the job.

BOQ is known to be a small bank specialising in forging personable and solid relationships with their customers. That being said, the emphasis focused through the construction of their business model is the over-promotion of being a 'loved' bank rather than a modern competitor in the industry. 

As a result BOQ has staggered its potential to grow with the times. This, I feel, has proved to be its biggest hindrance of further developing an influential brand in the banking market place.

Although a great working environment is well established, the BOQ mantra lacks innovation and a fresh young look through optimistic eyes. 

The systems are quite dated and the procedures/policies (although compliant of the industry standard) are not far off the quality of an essay copy and paste attempt.

Every day coming into work was enjoyable. Everyone in the team got along, and the boss was a great leader, who was able to direct the team in the direction she wanted, yet was also able to be someone nice enough to talk to. 

As the top teller, being cash custodian meant that I needed to ensure the ATM was fully functional, as well as stocking it when it was needed. I was also in charge of making sure that the branches balance wasn't too high, or too low.

The hardest part of the job, was the sales aspects, however, changing my mindset from 'selling a product,' to 'helping meet customer's needs' helped in that area.
 
The most enjoyable part of the job was everything else. The team was great, management was great, the timetable was great.

What is the best part of working at the company?
The staff are great, nice to work for a Queensland based company 

What is the most stressful part about working at the company?
Frequent restructures causing concern for “when is it my turn”

What is the work environment and culture like at the company?
Not great at the moment, but can be really good when structure is clear 

What is a typical day like for you at the company?
Mix of in office with work from home available if required

The outdated technology and systems are extremely difficult to work with. Expect to always be on the phone to IT attempting to rectify countless issues. The systems do not make it easy to help customers and complete tasks. Customers of this bank always had issues with apps as they are flimsy and borderline useless at times. Lots of issues. On the other hand- people and culture were good. 

Very unstable management. There was no chance to get promoted or go to a different department (head office) unless I had a family member working there. It is just one corrupted bank. Every day started by reading about Financial Services Guide, and procedures, insurances and ended the same way - every day. There was hardly any reward. Just when we were very close to reach a monthly branch goals, the management would change it and made it impossible for us to meet the targets.

I would strongly advise against joining this organization. The leadership is deeply flawed, characterized by what I perceive as fail management. There is a significant and damaging disconnect between the high-level expectations set for employees—which are comparable to those of 'Big 4' consulting or accounting firms—and the inadequate support, antiquated systems, and non-competitive compensation provided. The resources and pay simply do not align with the performance standards they demand."

Top Job Titles	Average Salary
Analyst 4 salaries reported	$79,000 per year
Customer service representative 3 salaries reported	$66,467 per year
Manager 3 salaries reported	$128,333 per year
Senior risk analyst 6 salaries reported	$112,500 per year
Anti money laundering analyst 3 salaries reported	$57,333 per year

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