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, free salary continuance insurance, share match equity scheme, enhanced parental pay and leave offering, subsidised banking products and services, bonus leave days and wellness programmes including discounted gym memberships. Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking Wealth Managementand Global Private Banking. The IWPB Extra Care team, are part of the Customer Fairness function within IWPB and are responsible for ensuring that IWPB is delivering fair, efficient and equitable outcomes for all customers and are a key subject matter expert ensuring the response of IWPB to Potentially Vulnerable Customers not only meets the requirements in the Banking Code of Practice but also meets the Bank’s standards for treatment of customers.



This role will be responsible for assisting with the management of the Extra Care inbox, phone line and customer engagement. This role will also undertake customer maintenance for Extra Care cases as required from time to time. The role holder must be able to access and understand HSBC retail banking systems, engage with all necessary stakeholders within HSBC, contact internal staff and customers directly, assist in the management of Extra Care cases as required by the Customer Fairness Managers, work independently and as part of a team, share knowledge and experience as appropriate. Your main responsibilities will include:
• Provide direct support to customers who are experiencing complex vulnerability including referrals to community support and helping in navigating the Bank’s processes and procedures to get their banking needs met (complex case management)
• Provide education and support to internal frontline staff members in how to assist and tailor support for customers in vulnerable circumstances with a particular focus on complex situations such as Family &Domestic; Violence, Financial Abuse and Gambling Harms.
• Engage with internal stakeholders to identify solutions to assist customers experiencing vulnerability both at a case management level and in relation to the PVC cohort as a whole
• Provide education and communications to internal frontline staff members to ensure they are identifying and servicing customers who are experiencing vulnerability.
• Providing support and advice to the complaints team and Fraud team on complex PVC complaints.
• Providing support and coaching to Customer Fairness Officers.
• Development of external communications for customers on the Extra Care Team,



including management of the Customer Fairness Community Page (internal)
• Remediation/customer comms reviews and participation in working groups for projects that involved product, process changes or remediation activity
• Management and oversight of operational MI for the Extra Care team To be successful in this role, you will need:
• Strong knowledge of HSBC IWPB customer servicing systems and 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.
• Relevant experience in direct contact with consumers particularly those experiencing complex vulnerability
• Ability to work to tight deadline and prioritise workload.
• Excellent verbal and written communication skills.
• Good analytical and organisational skills. 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, versatile 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.

📌 Customer Fairness Manager (Sydney)
🏢 Hsbc
📍 Sydney