Senior Safeguarding Officer (St Helier, JE, JE, JE1 1HS)

HSBC
Jersey
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Communication","Continuous improvement","Ownership","Customer focus","Compliance"]

Manage end-to-end customer safeguarding cases, including account blocks for Expat and Channel Islands customers, using phone and email to resolve queries and progress actions. Investigate and assess current or impending blocks, coordinate timely outcomes, and collaborate with stakeholders such as Legal and Financial Crime to resolve complex cases. Handle escalations and executive/complaint cases, maintain accurate case timelines, and meet KPIs while ensuring regulatory and control requirements are met.

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FursaFursa
HSBC
HSBC
13 hours ago

Senior Safeguarding Officer (St Helier, JE, JE, JE1 1HS)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Manage end-to-end customer safeguarding cases, including account blocks for Expat and Channel Islands customers, using phone and email to resolve queries and progress actions. Investigate and assess current or impending blocks, coordinate timely outcomes, and collaborate with stakeholders such as Legal and Financial Crime to resolve complex cases. Handle escalations and executive/complaint cases, maintain accurate case timelines, and meet KPIs while ensuring regulatory and control requirements are met.
Location: Jersey
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Manage end-to-end customer cases involving account blocks for Expat and Islands customers using phone and email.
  • •Investigate and assess current or impending account blocks, confirm necessity, and coordinate 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 by 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, acting as an escalation point for complex risk queries.

Pay and Benefits

Perks:Health InsuranceParental LeavePension

Key Requirements

  • •Strong customer service background with a track record of 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, highly compliant approach with strong ownership and responsibility.
Experience:Customer serviceCDD/KYC
Skills:CommunicationContinuous improvementOwnershipCustomer focusCompliance

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn