Complaint Handler - Customer Opinion Hotline - HSBC Operations
HSBC Group
Hong Kong, China


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If you’re looking for further opportunities to developyour career, take the next step in fulfilling your potential right here atHSBC.

HSBC Operations, Services and Technology

HSBC Operations, Services and Technology is a pivotalpart of the Group, providing essential operational and technical support to ourglobal businesses and helping improve customer service and efficiency.

HOSTcombines global expertise and technology to help keep us ahead of thecompetition.

Global Service Delivery

Within HSBC Operations, Services and Technology,Global Service Delivery is a leader in the development of services andprocesses that are designed around the customer and enable the firm todemonstrate to regulators that its processes and ways of working will deliverconsistently high standards of compliance.

Every day, customers all over theworld are paying bills, buying homes and setting up companies and every day,Global Service Delivery teams are making sure all this happens smoothly.

Role Purpose

We arecurrently seeking an ambitious individual to join this team working togetherwith colleagues to define, manage and achieve divisional business targets.

Inthis role, you will :

Be responsible for ensuring all customer complaints receivedvia the on-line channels and / or escalated to senior management / regulator / Groupoffices are being investigated and resolved efficiently and in timely manner.

Role holder is expected to improve the efficiency and effectiveness ofcustomer’s interactions with HSBC; hence reducing the volume, repetition andseverity of complaints.

Job holder is also responsible for acting as the CEescalation point of contact, support frontline in decision making and acting asthe Complaints system admin / support team.

Principal Accountabilities : key activities and decision making areas

  • Call Acknowledge receipt quality
  • Investigations to resolve complaints
  • Executive complaints
  • Systematic personalised answers
  • Central and exhaustive logs in Complaint dedicated IT system (RSC) with exhaustive audit trail.
  • Branch
  • Relationship Customer Committee
  • Customer Experience bi-monthly Committee
  • Monthly quality INFR meeting, weekly or on demand Mis-selling Committee
  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
  • Individuals are responsible for their own effectiveness, development and results. Specialist or Subject Matter Experts, where matrix management and understanding of Group strategy is expected.
  • Their contribution is often as a technical / professional specialist in their field.

  • Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making.
  • Take personal responsibility for understanding and agreeing performance expectations, completing the necessary mandatory training and developing the levels of capability and competence needed to be effective in the role.
  • Contribute to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment.
  • Individuals are responsible for their own effectiveness, development and results. Specialist or Subject Matter Experts, where matrix management and understanding of Group strategy is expected.
  • Their contribution is often as a technical / professional specialist in their field.

  • Suggest ideas and contribute to implementing actions that will improve customer service, quality or the way teams and individuals work together.
  • Adhere to HSBC policy, procedures and control requirements applicable to day-to-day working, exceptional and project activities, and raise any concerns about actual or potential issues promptly, in line with reporting and escalation procedures.
  • Continuously monitor and gather information to assess potential impacts and identify possible risks and opportunities for the business.
  • Apply policies, procedures, practices and standards to their allocated tasks, taking responsibility for their own actions, to ensure the achievement of high levels of quality, effective risk management and regulatory compliance.
  • Qualifications

    Ensure customer opinions are handled in atimely and professional manner, and in compliance with internal and externalregulations.

    Carry out investigations and work closelywith relevant parties in resolving disputes and drawing up replies to customersand external parties.

  • Handle complaint escalation
  • Attend mediation and arbitration sessionsat Financial Dispute Resolution Centre.

  • University degree in a related discipline
  • Minimum of 2 years' experience in complaint handling
  • Good knowledge of wealth management and investment products
  • Strong self-motivation with excellent communication, negotiation and interpersonal skills
  • Proficiency in both English and Chinese.
  • High level of customer centricity mindset with dedication to deliver exceptional quality services for customers.
  • You’ll achieve more at HSBC.

    HSBC is committed to building a culture where allemployees are valued, respected and opinions count. We take pride in providinga workplace that fosters continuous professional development, flexible workingand opportunities to grow within an inclusive and diverse environment.

    Issued by HSBC Electronic Data Processing(Guangdong) Ltd. GSC China

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