Senior Safeguarding & KYC Risk Specialist

HSBC; Saint Helier; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Private healthcare for all employees

Enhanced parental and adoption pay and

Non-contributory pension scheme

Job summary

HSBC in the Channel Islands and Isle of Man seeks an experienced Senior Safeguarding Officer to place the customer at the heart of everything we do and safeguard the bank while delivering outstanding service.

You will manage end-to-end customer cases involving account blocks for Expat and Islands customers, investigate and assess blocks, coordinate timely outcomes, and collaborate with Legal, Financial Crime, Distribution, and Customer Experience to resolve complex cases.

Qualifications

• Strong customer service background with proven outcomes.
• Experience in CDD/KYC or similar role handling sensitive cases.
• Comfortable working at pace in a high-volume environment.
• Excellent written and verbal communication skills.
• Quality-focused and highly compliant with strong sense of ownership.

Responsibilities

• Manage end-to-end customer cases involving account blocks for Expat and Islands customers, using phone and email to resolve queries and progress actions.
• Investigate and assess current/impending account blocks, confirming necessity and coordinating timely outcomes (including block removal where appropriate).
• Collaborate with key stakeholders (e.g., Legal, Financial Crime, Distribution, Customer Experience/Ombudsman) to resolve complex cases and provide clear updates.
• Handle escalations and executive/complaint cases, producing accurate case timelines and maintaining high service standards to minimise complaint risk.
• Deliver against KPIs while ensuring regulatory, operational and control requirements are met; act as an escalation point for complex risk queries.

Skills

Customer service

CDD/KYC experience

High-volume environment

Communication skills

Ownership & compliance

Job description

HSBC in the Channel Islands and Isle of Man seeks an experienced Senior Safeguarding Officer to place the customer at the heart of everything we do and safeguard the bank while delivering outstanding service.

You will manage end-to-end customer cases involving account blocks for Expat and Islands customers, investigate and assess blocks, coordinate timely outcomes, and collaborate with Legal, Financial Crime, Distribution, and Customer Experience to resolve complex cases.