Customer Enhanced Care Officer

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 processesDelivering 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.

#J-18808-Ljbffr