Customer Advocacy Complaints Manager

4 weeks ago

Melbourne, Australia HSBC Full time

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 customer and the business to facilitate the handing of complaints using information provided by internal stakeholders, including ensuring that all questions and concerns raised in the complaint are adequately addressed. They play a vital role managing internal dispute resolution and AFCA Registration and Referral complaint cases which relate to unauthorised transactions, scams and complaints on any matter raised by potentially vulnerable customers including escalated complaints to Executives.

Due to a growth within the bank, we are looking for ambitious individuals with an enquiring mind and an exceptional eye for detail to join the Customer Advocacy Complaints Team (CACT) 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:

  • Investigating, managing and drafting responses to internal customer complaints to address any scam related issues along with potentially vulnerable customer complaints within SLA, RG271 guidelines and relevant regulatory timeframes.
  • Advocating development of products/processes/policies that deliver fair outcomes for customer and providing feedback to the business for gaps identified.
  • Collaborating with the Customer Relations Team and the Head of Customer Advocacy to identify themes and systemic issues from all Customer Advocacy (CA) complaints received.
  • Supporting Head of Customer Advocacy and other Customer Advocacy Complaint Managers in investigating any complaint, including accessing information held in all the bank’s systems and the Complaints database.
  • Liaising with Regulatory Compliance and Legal as part of complaint investigations and preparation of response letters. Where gaps are identified, actively participating in reporting any compliance issues that may have been identified during the complaint investigation.
  • Tracking and reporting on CA complaints received, conducting a thorough root cause analysis.
  • Building and maintaining strong relationships with the team and stakeholders across all areas of the bank.
  • Ad-hoc requests as and when required.

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