Senior Hardship Officer

Job description

Job description

Some career choices have more impact than others.

At HSBC we exist with the purpose of Opening up a World of Opportunity . We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

As an HSBC employee in Australia, you’ll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market-leading subsidised private health cover, enhanced parental pay and support when returning to work, subsidised banking products and services, bonus leave days and wellness programmes including discounted gym memberships.

Join a high performing financial hardship team where you will manage a portfolio of accounts by guiding our customers to resolving their financial problems. Your dedication to the customer experience will be evident through your ability to provide financial solutions in an empathetic but effective manner.

Your main responsibilities will be:

·  Managing a portfolio of accounts of customers who are seeking financial assistance on their credit cards and home loans.
·  Understanding customers financial situation to provide a solution that assist the customer in getting back on track.
·  Demonstrating empathy and understanding for customers who are going through financial difficulty and vulnerability.
·  Co-ordinating payment arrangements where required.
·  Participating in ongoing training and development plans.

Requirements

To be successful in this role, you will need:  

·  A passion for providing exceptional customer service with a desire to make a positive impact on our customers and partner with them to resolve financial outcomes.
·  The flexibility and availability to work various rosters between 8am – 7pm Monday to Friday.
·  A sound understanding of working in an area that is driven by regulatory requirements.
·  A proven track record of being a top performer in a customer service environment.
·  The desire to develop your financial expertise and grow your career.

Preference will be given to candidates who hold Australian PR/Citizenship or New Zealand Citizenship, or who can demonstrate current unrestricted work rights in Australia without limitations.

We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done. Through these values, HSBC is committed to building a culture where all employees are appreciated and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment. Applications from First Nations peoples are encouraged.

Learn more about careers at HSBC Australia –  https://www.hsbc.com/careers/where-we-hire/australia

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 HSBC Bank Australia Limited.  Please note that HSBC will we never communicate to applicants via non HSBC channels such as SMS, WhatsApp or Facebook so please be careful if anyone attempts to contact you via these channels