Customer Complaints Support Officer

Some careers have more impact than others. If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. 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 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 Qualifications 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 Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised. The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role. You’ll achieve more when you join HSBC. 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 and 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 #J-18808-Ljbffr