Senior Safeguarding Officer

Some careers shine brighter than others.

If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.  A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages

We are seeking an experienced individual with a track record of developing people and teams to join our Voice Department as Senior Safeguarding Officer.

The Safeguarding Team handle customer due diligence (CDD) requirements for local customers and international Expat customers. It is their primary goal to safeguard the bank whilst providing outstanding customer service.

In this role, you will:

• Contact customers via multiple channels including phone and email for both our Expat and Islands customers to address and chase any outstanding queries and requests for all aspects of account blocking.
• Engage and collaborate with stakeholders such as (but not limited to) Legal, Financial Crime and the wider Distribution team to resolve complex cases affecting customers from using their accounts. At times providing updates in multiple forums/meetings.
• Responsible for being a main point of contact for specific customers cases, providing excellent customer service and proactively addressing customer concerns. Escalating issues when necessary to minimise complaint escalations.
• Conduct thorough investigations into specific cases that have or will soon have blocks on the accounts. Looking into whether this is required and if avoidable ensuring this is actioned, and relevant teams updated.
• Support with executive complaints providing accurate and timely sequence of events that will be shared further with stakeholders. Where necessary, work with the Ombudsmen team within Customer Experience to provide them accurate maintained records of customer interactions that may be required to provision Ombudsmen complaints.
• Proactively focus on ageing cases ensuring we obtain relevant information that aligns to our regulatory obligations.

Qualifications

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

• Background in superior customer service essential
• Proven experience of leading the delivery of excellent customer service and proactively look for innovative ways to improve the service delivered to customers
• Past working experience in a relevant role, i.e. CDD or customer service where you have multiple examples of resolving and dealing with sensitive and complex cases and a understanding of KYC and CDD requirements  
• Operating at pace to support customer journey: ability to work in a high-volume, fast paced environment is required, with a track record of constantly looking for ways to do things better
• Excellent written and spoken communication skills
• Committed to quality, highly compliant and strong sense of responsibility

For further details and application information please click “Apply”

This role is based in Jersey, Channel Islands. 

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