AM - Collections Operations and Support

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Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our
customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking and Insurance.

The job role involves managing customer complaints for collections and credit bureau, this would require interactions with the frontline teams and various stakeholders to take the complaints received to a logical closure within timelines.

The incumbent would need to work in a team and ensure they manage Collection and Credit bureau related complaints within the allotted turnaround times as per the bank’s complaint management framework

Principal Responsibilities

Collection and Credit Bureau Complaints

• To action all collection & bureau related complaints on E-helpline with appropriate closure, within TAT
• To raise all customer request on Request management system and ensure resolution within TAT
• Facilitate investigation of the complaint
• To maintain a tracker of all complaints / requests received & closed and provide periodic update on resolution under each product
• Coordinate with various Internal stakeholders / external vendors to get inputs for resolving the complaints and requests within timelines
• To ensure all complaints are recorded on the system within the agreed timelines
• To ensure reopen rate is well within control by ensuring comprehensive closure of the complaint
• To publish a MIS and provide requested data to relevant stakeholders and management
• To ensure that complaints are addressed and closed within specified timeline to avoid escalations
• To ensure root cause analysis done for all complaints received and take remedial action

Operational Effectiveness & Control

• Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
• Awareness of the operational risk associated with the role and actions to minimize likelihood of operational risk occurring including risk identification, assessment
• End to end implementation of the process as per the approved DIM
• Ensure all the relevant approvals are sought before implementing a new process

• Graduate in any discipline (BSc / BCom / BA)
• Experience (preferable) in Managing Complaints & Collections
• Strong Communication & Writing skills
• Fair Knowledge of Retail Lending products

Useful Link

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