Customer Advocacy Complaints Manager

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.

Requirements

To be successful in this role, you will need:

• Strong experience within Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) complaints management, predominantly within Banking and Finance industry ore related field.
• In depth knowledge of related Regulatory and ASIC guides, e-payments Code, Banking Code and AFCA 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, internally and externally.
• Excellent investigation and analytical skills, creativity with a willingness to take initiative.
• Team player with self-confidence, able to use own judgement in order to prioritise complex workloads and work to tight deadlines.

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