Job Advert Details
Business: AU PREMIER BANKING SERVICES
Open Positions: 1
Role Title: CCSS Complaints Assistant Manager
Global Career Band: 7
Location: Quezon City, Philippines
Recruiter Name: Jamie Bellosillo Almendrala
Why join us?
Australia Contact Center demands the delivery of a highly professional customer focused service with a continuous drive for improvement in terms of both service and operational excellence. The department is located in Quezon City with FTES servicing Wealth and Personal Banking customers in the Australian market. Being part of ASP Contact Centre and servicing one of the highest revenue generating Australian market, the process has several support functions performed by teams such the Training Team, Quality Team, D&CC, Site Admin and Engagement and Culture Team to support CCSS Representatives in achieving business key priorities and in cascading relevant changes and updates on how HSBC Australia performs and conducts its Business.
The Opportunity:
The Complaints Assistant Manager is responsible for First Contact Resolution (FCR) complaints calls and logging these complaints into the Complaints Database. Complaints are received through the dedicated complaints line or via call escalations as complaints.
The individual will be expected to work with the wider Customer Relations Team and refer all non-First Contact Resolution Complaints to the team.
What you’ll do:
- Responsible for logging and resolving First Contact Resolution Complaints.
- Responsible for assisting our complaint customers by helping them with their banking needs to reach a favourable outcome for both the customers and bank in the first interaction.
- Responsible for referring all complaints that cannot be resolved as First Contact Resolution to the wider Customer Relations Team for further investigation.
- Ensuring all complaints referred to the wider Customer Relations Team have detailed notes loaded in the complaints database including the root cause of the complaint.
- Managing redress costs and ensuring all payments are made within approved limits when offering compensation in resolution to a complaint.
- Building and maintaining strong relationships with the team.
- Supporting the Manager Customer Relations and Team Manager Customer Relations where needed.
- Building and maintaining strong relationships with team and stakeholders.
- Ad-hoc requests.
Qualifications
What you will need to succeed in the role:
- Must be proficient in the language(s) required by the process
- Open to working flexible shifting schedules
- Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback, open to development
- Takes pride in delivering what is promised in line with the customer and service expectations
- Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order
- Ability to work in a high-volume, fast paced environment is required
- Proficiency with personal computers and basic software packages and specialized applications
- Have a positive, can do attitude with a desire to get things right first time every time, and works around limitations
- Can use their own initiative with the ability to focus on the important details to deliver a high-quality professional service
- Excellent communication skills,
- Problem solving and Decision making skills – PSDM, a desire to do things better, to identify & set and strive for stretching goals
What additional skills will be good to have?
- Experience of coaching, mentoring, developing others and motivation skills and develops a culture of empowerment
You’ll achieve more at HSBC
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”
Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
***Issued By HSBC Electronic Data Processing (Philippines) Inc. ***
Want To Apply?
- All applicants must have successfully completed their probation period
- All applicants must have met the Behaviour Gateway in the last performance appraisal
- All applicants should have served at least 18 months in their current functional role and department company
- All applicants should inform their respective line manager of their application
- Application form should be submitted via CareerLink along with the current CV
- All the completed applications should be submitted via CareerLink by 11:59 PM on the closing date
- Have not been previously declined for the same post within the last 3 months on the date of submission of their application
- Have not been on ANY form of Corrective Action within the last 6 months from the date of application
Declaring incorrect information in your application (e.g. incorrect performance and behaviour rating; and corrective action status) is considered a SERIOUS OFFENSE based on the HDPP Employee Handbook:
A. Very Serious Offense
"Sec 1. Any acts of dishonesty, which may provide reasonable grounds for the company to lose trust and confidence to the employee, which includes but not limited to the following:
c) Giving false testimony or falsifying any document, records or information or presenting such falsified document, records or information in any study, research inquiry; padding and deliberate overcharging of expenses; tampering with time records; requesting or allowing any individual to log in/out and actually logging in/out any individual.”
Recruiter name
Jamie Bellosillo Almendrala
Recruiter email
jamie.almendrala@hsbc.com.ph