Customer Advocacy Officer

4 days ago

Sydney, Australia HSBC Full time

Some career choices have more impact than others.

We’re looking for progressive minds who are driven and forward-thinking, who are open to different ideas and cultures, who can connect with customers and colleagues and who’ll work with courageous integrity every day.

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 and wellness programmes including discounted gym memberships.

Wealth and Personal Banking serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

This role is a full time permanent role for an ambitious individual to join the team as a Customer Advocacy Officer.

**Responsibilities**:

- Support the Head of Customer Advocacy and the Customer Advocate Manager to investigate and respond to complaints for vulnerable or scammed WPB customers and small business customers from CMB, as well as complaints that are undergoing External Dispute Resolution (EDR) via AFCA.
- Stakeholder Management to effectively and efficiently investigate and gather information for the Customer Advocate to be able to review and make a determination in relation to a complaint.
- Conducting root cause analysis of complaints received.
- Working with Customer Relations Team and the Head of Customer Advocacy to identify themes and systemic issues from all complaints received including Customer Advocate complaints.

Requirements

To be successful in this role, you will need:
To use their own judgement in order to prioritise a complex workload, ensuring active progression of all outstanding matters.
- At least 2 years experience in banking/financial sector
- Understanding of the Bank’s customer management systems
- Experience in branch or in a customer facing role (including on the phone) is preferred
- Excellent verbal, written communication and organisational skills
- Ability to work to tight deadlines & prioritise workload
- Creativity and willingness to take the initiative.
- An enquiring mind with a good eye for detail.

HSBC is committed to building a culture where all employees are valued and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment. Applications from First Nations peoples are encourage.

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