Job ID: 0000L3CR
Description
HSBC International Wealth and Premier Banking (IWPB)
We help customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs around the world.
We are currently seeking an experienced professional to join our team.
In this role, you will:
Impact on the Business/Function
- Re-engages dissatisfied customer and to manage and solve end to end complaint process.
- Provides complete resolution at the *** point of contact
- Actions and completes assigned complaints within agreed timeline.
- Delivers what is promised in line with customer expectations
Customers / Stakeholders
- Improve service quality and complaint handling skills through various channels (e.g. Training, Sharing from Customer Relations etc.).
- Certified to handle multiple propositions (i.e. Advance, Premier) with multiple products (i.e. Core Banking, Cards)
- Generates customer loyalty through strong knowledge of key products and services
- Owns and resolves issues and understands how and when to escalate
Leadership & Teamwork
- Encourage and enable productive teamwork and matrix working, by demonstrating a collaborative approach and challenging actions and behaviours that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers.
- Engage with various business support units towards effective complaint closures
- Be an effective team player and share ideas towards improvement of customer satisfaction Acts a as mentor to assist new joiners as required
Operational Effectiveness & Control:
- Knowledge of Group compliance, Operational Risk. Maintains HSBC internal control standards
- Awareness of all elements of Operational Risk associated with the role.
Qualifications
To be successful in the role, you should meet the following requirements:
1. Bachelor’s degree or above
2. At least two years relevant experience
3. Must have education standard to at least college degree and be of a legal working age
4. Must be proficient in language(s) required by the process
5. Open to working flexible shifting schedules
6. Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
7. Takes pride in delivering what is promised in line with the customer and service expectations
8. Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order
9. Ability to work in a high-volume, fast paced environment is required
10. Proficiency with personal computers and basic software packages and specialised applications
11. Excellent communication skills and is polite and friendly at all times
12. Displays patience and empathy
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./HX
Issued by HSBC Bank (China) Company Limited