Assistant Manager Customer Complaints

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.

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Job Profile

The Complaints category is responsible for ensuring all customer complaints are received and investigated, resolved or passed to the correct body, this may be internal or external. May be located in a Retail branch, contact center or a central office location.

Tasks and responsibilities of the job holder may include the following:

• To investigate and respond to customer complaints and provide suitable resolutions
• Seek ways to improve the effectiveness of customer's interactions with HSBC; thereby reducing the volume and severity of complaints
• To identify and report complaints and other customer feedback trends which indicate where services or processes need review
• Ensure customer complaints are escalated to senior management or regulatory bodies or HSBC group as appropriate, in line with policies

Complaint Handlers may be required to acquire knowledge of a product area and in some geographies, may need to hold specific certificates

Minimum Graduation or as required for the role

Useful Link

Link to Careers Site: Click HERE

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India