Customer Care Specialist

2 months ago

Sydney, New South Wales, Australia HSBC Full time
Role Overview

The Customer Enhanced Care Officer is responsible for supporting the Head of Customer Advocacy and the Customer Enhanced Care Managers to ensure the smooth running of the customer advocacy function to deliver on key accountabilities and initiatives.

This role involves daily administrative duties, data analytics, and customer communication. The ideal candidate will have a strong eye for detail, excellent communication skills, and the ability to work in a fast-paced environment.

Key Responsibilities
  • Manage the Extra Care mailbox and escalate matters to the Head of Customer Advocacy and/or Customer Enhanced Care Managers as needed.
  • Support telephone enquiries received to the Extra Care phone line, including directly supporting frontline teams for PVC cases.
  • Analyze PVC data to understand, identify, and develop continuous improvements to processes, including the bank's complaints processes.
  • Deliver on controls monitoring for the Extra Care function.
  • Manage the BCP plan for the Customer Advocacy Team.
  • Build and maintain strong relationships with the team and all stakeholders within the bank.
Requirements

To be successful in this role, you will need:

  • Strong experience dealing with customer complaints, predominantly within the Banking and Finance industry or related field.
  • Experience dealing with potentially vulnerable customers is an advantage.
  • Experience and/or qualifications in data analytics are an advantage and strongly preferred.
  • High level of resilience, ability to adapt to changing environments, and ability to handle new situations, including dealing with customers who may be experiencing vulnerability.
  • Ability to demonstrate a variety of soft skills, including verbal, written communication, and organisational skills, as well as inter-personal skills, including empathy.
  • Demonstrated ability to build and maintain strong internal and external relationships with all stakeholders.
  • Excellent creativity with a willingness to take initiative, grow, and challenge the status quo.
  • Team player with self-confidence, able to use own judgement in order to prioritise complex workloads and work to tight deadlines.

Preference will be given to candidates who hold Australian PR/Citizenship or New Zealand Citizenship, or who can demonstrate current unrestricted work rights in Australia without limitations.

HSBC values diversity and inclusion and is committed to creating a workplace where all employees are appreciated and respected.

We take pride in providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow in an inclusive environment.

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