Senior Safeguarding Officer

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

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 an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

We are seeking an experienced individual with a passion to offer a great service whilst placing the customer at the heart of everything we do, as a Senior Safeguarding Officer.

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

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.

• private healthcare for all employees
• enhanced parental and adoption pay and support when you return to work
• a non-contributory pension scheme with a generous employer contribution

In This Role, You Will

• 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.

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

• Strong customer service background, with a track record of delivering excellent outcomes and improving service.
• Experience in CDD/KYC or a similar customer-facing role, handling sensitive and complex cases.
• Comfortable working at pace in a high-volume environment, with a continuous improvement mindset.
• Excellent written and verbal communication skills.
• Quality-focused and highly compliant, with a strong sense of ownership and responsibility.

Opening up a world of opportunity

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 via [e-mail]