High Salary Customer Relations Manager 12M FTC

2 weeks ago

Sydney, New South Wales, Australia HSBC Full time
Some career choices have more impact than others.

At HSBC we exist with the purpose of Opening up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

As an HSBC employee in Australia, you'll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market-leading subsidised private health cover, enhanced parental pay and support when returning to work, subsidised banking products and services, bonus leave days and wellness programmes including discounted gym memberships.

Overview
The Customer Relations Manager is responsible for supporting the customer and the business to facilitate the handing of complaints using information provided by internal stakeholders, including ensuring that all questions and concerns raised in the complaint are adequately addressed.

A key element of the role will be managing a volume of customer complaints daily, speaking and liaising directly with customers via phone and email, investigating complex matters with stakeholders and managing escalated and sensitive matters scenarios relating to vulnerability.

They play a vital role managing internal dispute resolution and AFCA complaint cases which relate to unauthorised transactions, scams and complaints on any matter and complaints raised by potentially vulnerable customers who require enhanced care.

Responsibilities:

•Investigating, managing and drafting responses to customer complaints to address any scam related issues along with potentially vulnerable customer complaints within SLA, RG271 guidelines and relevant regulatory timeframes.

•Advocating development of products/processes/policies that deliver fair outcomes for customer and providing feedback to the business for gaps identified.

•Collaborating with the Customer Relations Team and the Head of Customer Relations to identify themes and systemic issues from all customer complaints received.

•Supporting Head of Customer Relations and other Customer Relations Complaint Managers in investigating any complaint, including accessing information held in all the bank's systems and the Complaints database.

•Liaising with Regulatory Compliance and Legal as part of complaint investigations and preparation of response letters. Where gaps are identified, actively participating in reporting any compliance issues that may have been identified during the complaint investigation.

•Tracking and reporting on CRT complaints received, conducting a thorough root cause analysis.

•Building and maintaining strong relationships with the team and stakeholders across all areas of the bank.

•Ad-hoc requests as and when required.

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