AddressSome 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.
What we can offer you
- Investment in targeted professional development opportunities
- Volunteer days
- Embedded flexible working culture
- 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.
About the role
Wealth and Personal Banking (WPB) 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. Our ambition is to become Australia's #1 International Retail Bank, to focus on the internationalist customer and to build a progressive bank for the future. We are investing in long term growth including expanding our Branch network and digital capability to deliver a premium service to our high net worth customers.
Due to a recent internal promotion, we have a vacancy for an AFCA Relations Officer. In this role, you will collaborate and engage all areas of HSBC to support the fast and efficient resolution of customer complaints, predominantly within the EDR space. Working within a heavily regulated environment, you will be required to investigate and provide appropriate resolution delivering satisfactory outcomes to our customers and the business, in a timely manner and having regard to industry codes and guidance, legal principles and good industry practice.
Your main responsibilities will include but are not limited to:
- Manage, review, investigate & respond to escalated customer complaints and feedback across retail banking products and services in a professional and timely manner
- Delivering empathetic and efficient end-to-end resolution of customer complaints within regulatory and internal SLA's
- Maintain a high degree of knowledge on all products and processes
- Ability to identify, escalate and manage risks where required
- Monitor, co-ordinate and liaise with other departments for resolution of complaint
- Continually look for ways to improve the customer experience and simplify processes and systems
- Develop positive and collaborative working relationships with team members, internal and external stakeholders
- Contribute to the priorities of the team and business, effectively managing individual caseloads and meeting set KPI's
- Effectively supporting, living and communicating the vision and values of the business
- Action any adhoc tasks as and when required
Requirements
To be successful in this role, you will need:
- Minimum of two years' experience in customer service related or complaint management roles, preferably within the Banking and Finance industry
- Strong knowledge of related Regulatory and ASIC guides, e-payments Code, Banking Code and AFCA processes
- High level of resilience and ability to adapt to changing environments
- Excellent written and verbal communication skills with the ability to actively listen and thoroughly respond to a customers complaint constructively and with empathy
- Ability to deal with customers on all levels in a highly efficient and effective manner
- Demonstrated ability to build and maintain strong internal and external relationships with all stakeholders, internally and externally
- High attention to detail and thorough investigation skills
- Proven ability to meet set KPIs and competing deadlines as imposed internally and by AFCA
Preference will be given to candidates who hold Australian or New Zealand PR/Citizenship or working rights or who can show they currently have unrestricted work rights in Australia with no 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
URL to embed video in Seek: https://www.youtube.com/watch?v=18eZVRpTQBk
Apply
