Customer Relations Officer - Headoffice, Barangaroo JEQ93

Customer Relations Officer - Headoffice, Barangaroo JEQ93

22 Apr
HSBC Group

22 Apr

HSBC Group


Customer Relations Officer - Headoffice, Barangaroo:0000FKIO


Some career choices have more impact than others.

We’re looking for progressive minds who are driven and forward-thinking, who are open to different ideas and cultures, who can connect with customers and colleagues and who’ll work with courageous integrity every day.

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 and wellness programmes including discounted gym memberships.

Wealth and Personal Banking 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. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

This role is a Permanent Full Time role for an ambitious individual to join the team as a Customer Relations Officer at our Headoffice, Barangaroo.


• Responsible for monitoring and managing complaints logged in the Complaints database for Retail Banking customers. Across all personal banking products and collections complaints.

• Contacting customers and resolving the complaints either over the phone, email or by mail within the required SLA

• Effectively investigating and liaising with customers and AFCA where a customer has logged a complaint through AFCA to resolve the complaint within the timeframe given

• Liaising with Compliance and Legal as part of complaint investigations and preparation of response letters. Where gaps are identified, actively participating in closing off any compliance issues that may have been identified during the complaint investigation

• Providing assistance and support to Complaints Conduits and acting as a referral point for internal stakeholders for complaints they are dealing with

• Managing redress costs and ensuring all payments are made within approved limits when offering compensation in resolution to a complaint

• Building and maintaining strong relationships with the team and stakeholders across all areas of Retail Banking

• Comprehensive Credit Reporting (CCR), investigating and responding to customer’s request around CCR

• Investigating and resolving complaints raised by Collections Dispute.

• Understanding of Collections procedure and legislation to assist with collection complaints

• Investigating and responding to customers who have made an enquiry around default listings on their credit file

• Responsible for setting up and updating complaints logged in the Complaints database.

• Managing the Customer Relations and Collections Inbox. Effectively allocating complaints to the correct department to assist in resolutions and sending acknowledgment letters, emails for the complaints that cannot be resolved as First Contact Resolution

• Processing the monthly invoice from AFCA

• Supporting the Manager Customer Relations and Team Manager Customer Relations where needed

• Building and maintaining strong relationships with team and stakeholders.

• Ad-hoc requests



• Minimum of two years Collections experience

• Tertiary qualification in a related business field such as Marketing, Business, Commerce highly beneficial

• Excellent written and verbal communication skills

• Ability to deal with customers in a highly efficient and effective manner

• The ability to build strong internal and external relationships

Due to current international travel restrictions and border clousures, we can only consider candidates who hold either Australian Permanent Residency or Citizenship.

Learn more about careers -

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. 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.

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