AM Customer Complaints

5 hours ago

Mumbai, Maharashtra, India HSBC Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Some Careers Open More Doors Than Others.
If you're looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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.

If you're looking to unlock new job opportunities, take a look at the possibilities right on your doorstep here at HSBC.

International Wealth and Premier Banking (IWPB) 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. International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world's most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

Job Profile
The Complaints category is responsible for ensuring all customer complaints are received and investigated, resolved or passed to the correct body, 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:

  • To investigate and respond to customer complaints and provide suitable resolutions
  • Seek ways to improve the effectiveness of customer's interactions with HSBC; thereby reducing the volume and severity of complaints
  • To identify and report complaints and other customer feedback trends which indicate where services or processes need review
  • Ensure customer complaints are escalated to senior management or regulatory bodies or HSBC group as appropriate, in line with policies

Complaint Handlers may be required to acquire knowledge of a product area and in some geographies, may need to hold specific certificates

Qualifications - Internal
Minimum Graduation or as required for the role

Eligibility Criteria

  • India Bank / INM employees will be eligible to apply to this role after completion of 12 months in the current role/position at the time of application on level transfer and/or promotion.
  • Entity Employees (not from India Bank) to be guided by their internal policy on tenure completion in current role at the time of application before applying and share line manager approval once shortlisted
  • INM Employees in scope of WPB Career Progression Framework not eligible to apply to roles within the purview of the Framework.

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, India

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