Job Description
Why join us:
Wholesale Servicing Operations supports 50+ countries on e-Channels such as HSBCnet, and Connect off six +locations (Bangalore, Hyderabad, Taikoo Hui, Krakow, Mexico City, Kuala Lumpur and Cairo). Functional and operational support provided to the business covers end to end journey of the customers’ digital experience and is of varied complexity covering Contact Centers, General Processing and Project-Based Teams such as testing, implementation etc.
The Opportunity:
The role of the Complaints Handler - UK Service Recovery is to undertake key complaint activities, by embedding both the customer service and customer complaint policies and procedures. In supporting the wider team you will help drive efficiency and provide exceptional service to both external and internal customers. The role will involve a high level of customer interaction and requires competence in both verbal and written communication.
What you’ll do:
- Complaints handling - This role is part of a key function for CMB, being a crucial opportunity to re-engage dissatisfied customer and to manage and solve end to end complaint process. (Logging, Investigation, Resolution).
- Respond promptly to time sensitive and often high value queries, and escalations from both other departments and direct from clients, Provide excellent client management support, improve client engagement and resolve the majority of client enquires at the first point of contact.
- Manage the delivery and resolution of all customer complaints for all CMB customer segments in UK.
- Ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made, Exceeds expectations of internal and external customers.
- Respond to mails/queries related to process timely with a cc to the Line Manager, Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank.
- Provide HSBCnet training sessions via Webex, Ensure that the customer issues / problems are effectively investigated and resolved.
- Act effectively on all customer feedback, Receive/make calls/Emails from/to customers (internal/ external), Knowledge of and implementation of the Group compliance policy, Operational Risk and SOX.Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external 'regulators'.
