Fairness Specialist

4 days ago

Melbourne, Victoria, Australia beBeefairness Full time $100,000 - $120,000
Role Overview

HSBC exists to open up a world of opportunity, connecting people, ideas and capital. Our unique expertise enables us to provide opportunities for our customers and colleagues through global connectivity.

We aim to create a better world for our customers, people, investors, communities and the planet.

In Australia, you'll have access to professional development opportunities, competitive pay, flexible working culture and employee benefits including private health cover, salary continuance insurance and share match equity scheme.

Within International Wealth and Premier Banking, we serve 41 million customers globally, managing their day-to-day finances, wealth protection and growth.

The Customer Fairness Team ensures fair outcomes for all customers, meeting banking code standards and Bank standards for customer treatment.

This permanent role supports the Head of Conduct Culture and Customer Fairness in driving change across IWPB for Potentially Vulnerable Customers.

You will represent the Bank at industry forums, support the management of responses to AFCA possible systemic issues and identify areas for process improvement.

Main Responsibilities:

  • Representing the Bank at industry forums
  • Representing the Customer Fairness function in internal projects and working groups
  • Reviewing and inputting into external submissions on behalf of the Bank
  • Supporting the Head of CCCF in managing responses to AFCA possible systemic issues
  • Identifying and developing partnerships with community and government organisations to support vulnerable customers
  • Providing direct support to customers experiencing vulnerability, including referrals and navigating Bank processes
  • Identifying and raising policies and processes that need improvement or modification
  • Helping build a database of knowledge and adjustments for potentially vulnerable customers
  • Undertaking thematic reviews as directed by the Head of CCCF

Essential Skills:

  • Strong stakeholder engagement skills
  • Effective communication skills
  • Demonstrated empathy and understanding of customer needs
  • Ability to conduct investigations and provide recommendations
  • Ability to work independently and as part of a team
  • Willingness to share knowledge and experience as appropriate

About Working with Us:

By joining our team, you'll have the opportunity to make a positive impact on the lives of our customers while advancing your own career.

We're committed to creating a workplace that's inclusive and diverse, where everyone has the chance to succeed.

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