Customer Enhanced Care Officer

-Job description

**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.

The Customer Advocacy Complaints 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. Along with daily administrative duties, you will have an eye for data analytics to develop and drive insights into continuous improvements of the Bank's response to Potentially Vulnerable Customers (PVC) and have the confidence and soft skills to speak to customers who are experiencing difficult situations.

Due to a growth within the team, we are looking for an ambitious individual with an enquiring mind and an exceptional eye for detail to join the Customer Advocacy Team (CAT) on a permanent full time basis. Whilst the role is based at our Head Office in Barangaroo Sydney, it is a hybrid role and there is flexibility to work from anywhere within Australia. Please note, this role has no direct reports.

**Your main responsibilities will include**:

- Daily management of the Extra Care mailbox including escalating matters to the Head of Customer Advocacy and/or Customer Enhanced Care Managers accordingly.
- Supporting telephone enquiries received to the Extra Care phone line including directly supporting frontline teams for PVC cases.
- Undertaking an analysis of PVC data to understand, identify and develop continuous improvements to processes including the banks complaints processes
- Delivering on controls monitoring for the Extra Care function.
- Management of BCP plan for the Customer Advocacy Team.
- Building and maintaining 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 Banking and Finance industry or related field, experience dealing with potentially vulnerable customers is an advantage.
- Experience and/or qualifications in data analytics an advantage and strongly preferred.
- High level of resilience, ability to adapt to changing environments and able to handle new situations including dealing with customers who may be experiencing vulnerability.
- Ability to demonstrate a variety of soft skills (verbal, written communication and organisational) and 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.

We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done. Through these values, HSBC is committed to building a culture where all employees are appreciated 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 and people who identify as being part of the LGBTQ+ community are encouraged.