Case Manager
vor 1 Woche
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.
HSBC has an exciting opportunity for an enthusiastic Customer Relations Officer to join our dynamic Customer Relations Team.
This position is well suited to an individual who has a passion for a thriving and supportive workplace, open to different ideas and cultures, and who enjoys working in a fast-paced team environment.
Based within our Customer Relations Department, you will work closely with all areas of HSBC's Wealth and Personal Banking business to support the fast and efficient resolution of customer complaints.
Working within a strong regulatory environment, you will be required to investigate and provide appropriate resolution delivering satisfactory outcomes to our customers and the business having regard to industry codes and guidance, legal principles, and good industry practice.
This exciting position is a 9-month secondment.
To be successful in this position, you will be customer-focused, with excellent written communication skills.
A background in banking and finance, with experience in complaint management and an understanding of the banking regulatory landscape would be advantageous.
ResponsibilitiesManage, review, investigate & respond to customer complaints and feedback across retail banking products and services in a professional manner.Deliver timely, empathetic, and efficient end-to-end resolution of customer complaints within regulatory and internal SLAs.Maintain a high degree of knowledge on all products and processes.Identify, escalate, and manage risks.Monitor, co-ordinate and liaise with other departments for resolution of complaints.Look for ways to improve the customer experience and simplify processes and systems.Develop positive and collaborative working relationships with team members and internal and external stakeholders.Contribute to the priorities of the team and business, effectively managing individual caseloads and meeting set KPIs.Effectively support, live, and communicate the vision and values of the business.Manage complaints raised with AFCA, from Referrals, Case Management through to conciliation, determination, and closure.Action any ad-hoc tasks as required.RequirementsExperienced in a customer service role, preferably in Banking and Finance.Excellent written and verbal communication skills.Ability to deal with customers in a highly efficient and effective manner.Ability to build strong internal and external relationships.High attention to detail and good investigation skills.Ability to respond to difficult situations constructively and with empathy.Candidates for this role will need to demonstrate they hold Australian or New Zealand PR/Citizenship or working rights given current international travel restrictions.
HSBC is committed to building a culture where all employees are valued 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 – 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 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.
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