Offers “HSBC”

Expires soon HSBC

Quality Assurance Officer - Collections & Recoveries

  • Parramatta, Australia
  • Design / Civil engineering / Industrial engineering

Job description

Some careers have more impact than others.

If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be.

Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

We are currently seeking a motivated individual to join the Collections and Recoveries Team in the role of Quality Assurance Officer.

Your main responsibilities will include;
· Implement and maintain a quality assurance framework spanning the full Collections business which delivers transparency on outcomes.
· Identify and report on call quality trends, offering performance enhancement suggestions and recommendations to the business.
· Forward thinking and planning of risks current and emerging to align needs of the business to outputs.
· Build, test and monitor control processes for Collections.
· Identify streamlining opportunities for the Collections and Recoveries department.
· Consolidate, maintain and distribute the monthly quality assurance report for the leadership team.
· Identify call coaching opportunities and trends that will further aid the development of both Team Leader and Collector and also deliver a first class customer experience.
· Undertake analysis on all account actioning and calls to identify training needs for the department and collector.
· Assist with specialised projects.
· Complying with internal and external regulatory requirements at all times

Desired profile

To be successful in this role, you will need:
·  Higher School Certificate or equivalent.
·  Minimum of 2 years experience in a Banking and Financial Services environment.
·  Understanding of cards and consumer finance products.
·  Risk experience is desirable.
·  Effective and professional communication skills, both verbal and written.
·  Ability to work well under pressure, maintaining consistency in deliverables.

You'll achieve more when you join HSBC.
www.hsbc.com.au/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. Issued by The Hongkong and Shanghai Banking Corporation Limited.

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