CCSS Complaint Handling Officer, HSBC China

Wealth and Personal Banking (WPB)

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become a global wealth manager with USD1.4 trillion in assets.  Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals.  We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.

 

We are currently seeking an experienced professional to join our team.

 

In this role, you will:

 

Impact on the Business/Function

1. Re-engages dissatisfied customer and to manage and solve end to end complaint process.

2. Provides complete resolution at the first point of contact

3. Actions and completes assigned complaints within agreed timeline.

4. Delivers what is promised in line with customer expectations

 

Customers / Stakeholders

1. Improve service quality and complaint handling skills through various channels (e.g. Training, Sharing from Customer Relations etc.).

2. Certified to handle multiple propositions (i.e. Advance, Premier) with multiple products (i.e. Core Banking, Cards)

3. Generates customer loyalty through strong knowledge of key products and services

4. Owns and resolves issues and understands how and when to escalate

 

Leadership & Teamwork

1. 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.

2. Engage with various business support units towards effective complaint closures

3. Be an effective team player and share ideas towards improvement of customer satisfaction Acts a as mentor to assist new joiners as required

 

Operational Effectiveness & Control:

1. Knowledge of Group compliance, Operational Risk. Maintains HSBC internal control standards

2. Awareness of all elements of Operational Risk associated with the role.