HSBC Group

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 Fairness Team is responsible for ensuring that (International Wealth and Premier Banking (IWPB) is delivering fair, efficient and equitable outcomes for all customers. They are the key subject matter expert ensuring the response of IWBP to Potentially Vulnerable Customers (PVC) not only meets the requirements in the Banking Code of Practice but also meets the Bank’s standards for treatment of customers (Enhanced Cared FIM). This role will assist the Head of Conduct Culture and Customer Fairness (HCCCF) in driving change across IWPB to support PVC and in the management of the Extra Care team work.

Your main responsibilities will include:

• Answering of Extra Care Team phone line
• Management of Extra Care team inbox
• Escalation of matters raised in the Extra Care inbox to Customer Fairness Manager(s).
• Provide direct support to frontline in relations to cases related to Potentially Vulnerable Customers.
• Provide education and communications to internal frontline staff members to ensure they are identifying and servicing customers who are experiencing vulnerability.

To be successful in this role, you will need:

• Strong knowledge of HSBC IWPB customer servicing systems and processes
• 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.
• Experience and/or qualifications in data analytics (an advantage)

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.

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 are encouraged.

Learn more about careers at HSBC Australia –  https://www.hsbc.com/careers/where-we-hire/australia

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. Issued by HSBC Bank Australia Limited.  Please note that HSBC will we never communicate to applicants via non HSBC channels such as SMS, WhatsApp or Facebook so please be careful if anyone attempts to contact you via these channels.