HSBC Group

GCB 7

Some careers have more impact than others.

If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.

Wealth and Personal Banking (WPB) Hong Kong 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. We have four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

We are currently seeking a high calibre professional to join our team as a Customer Complaints Support Officer.

Principal Responsibilities
In this role you will

• Support Customer Relations Manager or Senior Customer Relations Manager to handle customer complaints via an end-to-end complaint handling process
• Help handle initial complaint calls from customers and identify their allegations for facilitating complaint assignment to complaint handlers
• Prepare for profile of customers who file the complaint as well as support documents retrieval, requests for transaction information or digital footprint, studying complaint related customer journeys and marketing offers for complaint investigation
• Interact with frontline and backend colleagues to help obtain essential information about customer interactions and operations processes etc. for support of sequence of event preparation
• Compile complaint data for specific MI report and respective filing on complaint cases and associated items
• Support general administration work of the complaint handling team as required

To be successful you will need

• Completed secondary or equivalent or with relevant experience
• Work experience in financial institutions with customer facing roles to be an advantage
• Familiar with retail and wealth management products and services and related operations preferred
• Committed and positive work attitude, customer centric mindset, attention to details and a team player
• Good written communication skills including able to effectively communicate in English, Cantonese, and Putonghua
• Strong PC and technical skill e.g. MS Word, Excel etc

When applying, please submit a full resume and attach your appraisal reports for the last two performance years. Your local internal application policy should be followed. For internal applicants in Hong Kong with less than twelve months in their current role, please also obtain and enclose the endorsement from your current line manager in the application as well; for more information, you can visit HRDirect and search for content "HKG: Do I need any approval to look for internal career opportunities?". 

Opening up a world of opportunity

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

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. 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 The Hongkong and Shanghai Banking Corporation Limited.