Customer Vulnerability Specialist

Some careers shine brighter than others.  If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

As an HSBC employee in the Channel Islands and Isle of Man (CIIOM) you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all employees, enhanced parental and adoption pay and support when you return to work, and a non-contributory pension scheme with a generous employer contribution.

We have an opportunity within HSBC Channel Islands (CIIOM) business for a Customer Vulnerability Specialist Manager.

This is an exciting opportunity for an empathetic, diligent and passionate person to join the team and support driving excellent customer service to all customers who may often have bespoke requirements dependent on the vulnerability they may be facing.

When our customers face a vulnerable circumstance, we want to ensure we can help them every step of the way and ensure that they are provided with ongoing support. This is where your empathy, friendly nature and inclusive approach comes in as you will be helping some of our most vulnerable customers navigate a solution that helps to improve their financial health whilst they are facing complexities connected to vulnerabilities.

In this role you will:

• Regularly and proactively engage with customers in vulnerable circumstances by communicating with them over telephony and written channels, tailoring your approach to meet the customer’s bespoke needs and having the opportunity to become a specialist in certain vulnerabilities.
• Be able to quickly establish rapport with our customers to build lasting and trusting relationships.
• Provide financial solutions and communications and be confident in making decisions outside of policy and procedures.
• Seek to enhance our processes and procedures in the financial inclusion and vulnerability space, ensuring the right level of subject matter expertise for internal departments and colleagues who require guidance on specialised circumstances.
• Always treat customers fairly and put them at the heart of all that you do by listening to them and asking appropriate questions to build a full understanding of their circumstances and tailoring a solution or taking actions which will deliver good outcomes every time.

To be successful in this role you should meet the following requirements:

• High levels of Emotional Intelligence with strong listening skills and an empathetic and compassionate approach of doing the right thing for our most vulnerable customers is essential
• Experience of working in a highly demanding customer service environment in a telephony or in a Face-to-Face capacity is essential
• Very well organisation with the ability to manage deadlines with conflicting priorities in a pragmatic way is essential
• Excellent written and spoken communication skills with the ability to communicate effectively and present complex information in a simplified manner for a varied audience.
• Good judgement, problem solving, decision-making skills with a willingness to take ownership when required.

This role is based in the Channel Islands – Guernsey, Jersey or Isle of Man. To comply with local Right to Work regulations this role is open to CIIOM residents only.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. 

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500