Role Overview
Based within our Customer Relations Department, you will work closely with all areas of HSBC's Wealth and Personal Banking business to support the fast and efficient resolution of customer complaints. Working within a strong regulatory environment you will be required to investigate and provide appropriate resolution delivering satisfactory outcomes to our customers and the business having regard to industry codes and guidance, legal principles and good industry practice.
Responsibilities
* Manage, review, investigate & respond to customer complaints and feedback across retail banking products and services in a professional manner
* Delivering timely, empathetic and efficient end-to-end resolution of customer complaints within regulatory and internal SLA's
* Maintain a high degree of knowledge on all products and processes
* Ability to identify, escalated and manage risks
* Monitor, co-ordinate and liaise with other departments for resolution of complaint
Qualifications
* Experienced in a customer service role, preferably Banking and Finance
* Excellent written and verbal communication skills
* Ability to deal with customers in a highly efficient and effective manner
* The ability to build strong internal and external relationships
* High Attention to detail and good investigation skills
* The ability to respond to difficult situations constructively and with empathy
* Ideal background in Scams related complaints management.
Applications from First Nations peoples are encouraged.
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