Senior Safeguarding Officer | London, UK

HSBC; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

HSBC is hiring a Senior Safeguarding Officer for their Voice Department in Jersey, Channel Islands. This role involves managing customer queries, collaborating with various teams, and ensuring compliance with CDD regulations while delivering exceptional customer service. The ideal candidate will have a strong background in customer service and a commitment to quality and compliance.

Qualifications

• Experience in CDD or customer service roles with complex case resolution.
• Ability to work in a high-volume, fast-paced environment.
• Strong commitment to compliance and quality.

Responsibilities

• Manage customer queries related to account blocking via phone and email.
• Collaborate with stakeholders to resolve complex customer issues.
• Conduct investigations on account blocks ensuring necessary actions are taken.

Skills

Customer Service

Communication

Continuous Improvement

Job description

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 further. A move across the business provides access to tailored professional development opportunities and our comprehensive benefits packages.

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

The Safeguarding Team handles customer due diligence (CDD) requirements for local and international Expat customers. Their primary goal is to safeguard the bank while providing outstanding customer service.

In this role, you will:

1. Contact customers via multiple channels, including phone and email, to address and chase outstanding queries and requests related to account blocking for both Expat and Islands customers.
2. Engage and collaborate with stakeholders such as Legal, Financial Crime, and the wider Distribution team to resolve complex cases affecting customer account access, providing updates in various forums and meetings.
3. Serve as a main point of contact for specific customer cases, delivering excellent customer service, proactively addressing concerns, and escalating issues when necessary to minimize escalations.
4. Conduct thorough investigations into cases involving account blocks, assessing necessity and avoidability, ensuring appropriate actions are taken, and relevant teams are updated.
5. Support with executive complaints by providing accurate and timely sequences of events, working with the Ombudsmen team within Customer Experience to maintain records of customer interactions for potential complaints.
6. Proactively manage aging cases by obtaining relevant information that aligns with regulatory obligations.

Qualifications

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

• Background in superior customer service is essential.
• Proven experience delivering excellent customer service and proactively seeking innovative improvements.
• Experience in roles related to CDD or customer service, with examples of resolving complex cases and understanding KYC and CDD requirements.
• Ability to operate at pace in a high-volume, fast-paced environment, with a track record of continuous improvement.
• Excellent written and spoken communication skills.
• Strong commitment to quality, compliance, and responsibility.

For further details and application information, please click "Apply".

This role is based in Jersey, Channel Islands.

We value diversity and are committed to creating inclusive workplaces regardless of gender, ethnicity, disability, religion, sexual orientation, or age. We aim to remove barriers and ensure careers at HSBC are accessible to everyone.

If you require accommodations during the recruitment process, please contact our Recruitment Helpdesk:

Email: [e-mail]

Telephone: [phone]