HSBC Group

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

Eligibility Criteria

• India Bank / INM employees will be eligible to apply to this role after completion of 12 months in the current role/position at the time of application on level transfer and/or promotion.
• Entity Employees (not from India Bank) to be guided by their internal policy on tenure completion in current role at the time of application before applying and share line manager approval once shortlisted
• INM Employees in scope of WPB Career Progression Framework not eligible to apply to roles within the purview of the Framework.

Additional Information

In line with HSBC Values, it is our endeavour to harness and promote a culture of transparency and openness. Regarding this particular opportunity, a suitable candidate who can fit this role is available and the role is being advertised on the IJA to encourage fresh applications across the bank. All the applications received will be evaluated on merit before the final decision is taken

Useful Link

Link to Careers Site: Click HERE 

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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