Customer Voice Champion

2 weeks ago

Sydney, New South Wales, Australia beBeeAdvocacy Full time $90,000 - $120,000
Empowering Customer Voices

We're seeking proactive professionals to champion customer advocacy in the banking industry.

You'll have access to bespoke professional development opportunities, a flexible working environment, and inclusive employee benefits that foster continuous growth. These include market-leading subsidised private health cover, enhanced parental leave policies, and support for career re-entry.

Our Wealth and Personal Banking team serves over 50 million customers worldwide with a comprehensive range of banking and wealth management services. We aim to empower customers to manage their finances, protect, and build their financial futures.

This role offers an exciting opportunity for an ambitious individual to join our team as a customer advocate.

Key Responsibilities:

  • Support the investigation and response to complaints from vulnerable or scammed customers, small business customers, and those undergoing External Dispute Resolution (EDR) via AFCA.
  • Effective stakeholder management to gather information for the customer advocate to review and make a determination on complaints.
  • Conduct root cause analysis of received complaints.
  • Collaborate with the Customer Relations Team and Head of Customer Advocacy to identify themes and systemic issues from all complaints received.

Requirements:

  • To use your own judgement in prioritising a complex workload, ensuring active progression of all outstanding matters.
  • A minimum of 2 years of experience in the banking/financial sector.
  • An understanding of the bank's customer management systems.
  • Experience in branch or customer-facing roles (including phone support) is preferred.
  • Excellent verbal, written communication, and organisational skills.
  • The ability to work under tight deadlines and prioritise workload.
  • Creativity and willingness to take the initiative.
  • An enquiring mind with a good eye for detail.

At HSBC, we're committed to creating a workplace where all employees are valued, respected, and empowered to grow in an inclusive environment. We encourage applications from diverse backgrounds.

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