Assistant Manager Customer Service – Complaints (Mumbai / Chennai)

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The customer service support staff is responsible for ensuring all customer complaints are received and investigated, resolved or passed to the correct resolution unit, 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:

• Complaint Investigation- Investigate customer complaints throughly to ensure all issues are addressed fairly and within internal & external stipulated timelines. Ensure all relevant documents are collected and checked for accuracy to support case decisions.
• Customer Communication- Act as a contact for customers throughout the complaint process, ensuring clear communication. Gather necessary inputs and documentation from customers. Keep customers informed about status and progress of their complaints, ensuring all information is up to date.
• Case Resolution & Compensation decisions-Make informed decisions on financial compensation or goodwill payments where appropriate, balancing customer satisfaction with the bank’s guidelines. Payments for financial redressal or compensation should be referred to the approving authority as per the limits assigned in the Operating Authorities document.
• Documentation & Reporting- Update the complaint handling system with investigation details, outcome, root cause analysis, and any redress/compensation offered. Maintain accurate records.
• Liaison and Coordination- Liaise with internal departments to obtain documentation and resolution stance, clarify the language used before referring case to the Internal Ombudsman (IO). Respond to IO queries promptly and ensure coordination between different units to facilitate a smooth complaint resolution process.
• Compliance & Quality control- Ensure that all actions taken comply with regulatory guidelines and internal processes. Perform quality checks to ensure that all case files are complete and ready for review, especially before escalation to higher authorities.
• Improve the effectiveness of customer's interactions with HSBC; thereby reducing the incidence of escalated complaints.
• To identify and report trends in complaints and other customer feedback where root cause analysis may be required to address the cause of complaints.
• Ensure complaints escalations – Complaints are escalated to senior management or regulatory bodies or HSBC group as appropriate, in line with policies.
• Certifications - Complaint Handlers may need to be certified as per bank’s internal or regulatory guidelines.