Job description

REQUIREMENTS:

• 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 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.

• Investigating, managing and drafting responses to 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 Relations to identify themes and systemic issues from all customer complaints received.
• Supporting Head of Customer Relations and other Customer Relations 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 CRT 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