Assistant Manager Customer Service - Complaints

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International Wealth and Premier Banking (IWPB) helps 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 international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs. International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

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

Complaint Investigation- Investigate customer complaints throughly to ensure all issues are addressed fairly and within internal & external stipulated timelines. Ensure all relevant documents are collected and checked for accuracy to support case decisions.

Customer Communication- Act as a contact for customers throughout the complaint process, ensuring clear communication. Gather necessary inputs and documentation from customers. Keep customers informed about status and progress of their complaints, ensuring all information is up to date.

Case Resolution & Compensation decisions-Make informed decisions on financial compensation or goodwill payments where appropriate, balancing customer satisfaction with the bank’s guidelines. Payments for financial redressal or compensation should be referred to the approving authority as per the limits assigned in the Operating Authorities document.

Documentation & Reporting- Update the complaint handling system with investigation details, outcome,root cause analysis, and any redress/compensation offered. Maintain accurate records.

Liaison and Coordination- Liaise with internal departments to obtain documentation and resolution stance, clarify the language used before referring case to the Internal Ombudsman (IO). Respond to IO queries promptly and ensure coordination between different units to facilitate a smooth complaint resolution process.

Compliance & Quality control- Ensure that all actions taken comply with regulatory guidelines and internal processes. Perform quality checks to ensure that all case files are complete and ready for review, especially before escalation to higher authorities.

Improve the effectiveness of customer's interactions with HSBC; thereby reducing the incidence of escallated complaints.

To identify and report trends in complaints and other customer feedback where root cause analysis may be required to address the cause of complaints.

Ensure complaints escalations – Complaints are escalated to senior management or regulatory bodies or HSBC group as appropriate, in line with policies.

Certifications - Complaint Handlers may need to be certified as per bank’s internal or regulatory guidelines.

Certifications, Qualifications & Experience (For the Job – not the Job holder. Minimum requirements of the Job)

• Graduate with 1-3 years of experience in service industry/retail sector/customer service roles
• Excellent communication and inter-personal skills
• Attributes required for the job holder would include: High Motivation Level and Good analytical skills
• Ability to collaborate with multiple stakeholders to achieve a common objective
• Analytical ability, project management, communication and negotiation skills
• Creativity to adopt and migrate concepts within available resources

Principal Accountabilities:

Impact on the Business/Function

• Manage complaints which in turn has a financial impact in Business. Implement insights drawn which will have a material impact on revenue generation and/or cost saves.
• Lower potential financial losses and reputational risks of major incidents by managing a robust incident management process, and in case of incidents, assessing risks, escalating to business and driving service recovery.
• Contribute to financial targets of WPB through service resolutions and management of customer voices.
• Adhere to regulatory policies and processes.
• Effective implementation of INM Complaint Handling Guidelines aligned to FIM.

Customers / Stakeholders

• Resolve customer complaints effectively to improve customer satisfaction.
• Investigate and verify responses from other Bank units ahead of providing response to customer.
• Provide complete resolution at the first point of contact.
• Improve service quality and complaint handling skills through various WPB customer-facing channels.
• Manage long-term resolutions to improve service quality
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
• To take an independent view of complaints and arrive at resolution. Closely monitor quality of resolution of responses
• Closely monitor adherence to laid down TATs
• Achieve high levels of customer satisfaction as measured through regular VoC
• Ensuring timely and accurate delivery of MIS (RBI Disclosure, ASP Reporting, Complaints Analysis)

Teamwork

• Encourage and enable productive teamwork and matrix working, by demonstrating a collaborative approach and challenging actions and behaviours that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers. To be upto date on Bank policy and procedures.
• Engage with various business support units towards effective complaint closures.
• Engage with all support units to roll out processes to prevent reoccurrence of complaints.
• Supporting team in expediting responses through escalation to appropriate unit
• Be a effective team player and share ideas towards improvement of customer satisfaction.

Operational Effectiveness & Control:

• Communicate and embed HSBC policies and procedures in order to ensure good operational, financial and project management, policy and procedural compliance and early identification and effective resolution or escalation of issues that arise.
• Provide timely, accurate, quality management information to stakeholders to meet business and regulatory requirements.
• Ensure that all legal notices are suitably addressed and provide the maximum inputs to support the case.
• Adherence of INM and Regional complaint guidelines.
• Ensure high Risk / SM and Regulatory complaints and are treated with priority and complaints closed within the accepted standards set by INM Complaint handling guidelines, Complaints FIM and the local regulations.
• Consistently resolve customer complaints within TAT with high level of customer satisfaction.
• Review the processes and suggest amendments to improve productivity and service qualityComply with the applicable local regulatory guidelines
• To ensure that there are no instances of any compromise in basic internal controls as prescribed by the bank.
• By vigilant monitoring of any frauds and high risk trends in business organizations.

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.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India