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Description
Opening up a world of opportunity.
We’re a financial services organization serving more than 40 million customers across the globe through our Wealth & Personal Banking, Commercial Banking and Global Banking & Markets businesses.
We’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of new opportunities for our customers, our people and our communities.
Wealth and Personal Banking
We help clients to manage, protect and grow their wealth. We offer a range of services from personal banking, mortgages and loans to investment, savings and wealth management products. Our international network and breadth of expertise enables us to support individuals, families, business owners, investors and entrepreneurs around the world.
About the role:
Client Complaint Manager
The incumbent is responsible for investigating and handling escalated complaints for Wealth and Personal Banking and Commercial Banking. The manager is an active contributor in the team and participate in the analysis of customer complaints to identify root causes to support recommendations for preventive actions.
The role holder is responsible for the effective and timely handling of complaints as well as resolution. The incumbent understands the regulatory framework as well as our internal requirements and procedures. The person holds a comprehensive knowledge of the bank’s procedure and policies, and of the inner-working of the bank.
Responsibilities:
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Researching and resolving complaints ensuring fair outcome is delivered for customers
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Receive, investigate, track and respond to customer complaints that have been elevated to HSBC Bank Canada senior executives
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Influence the overall customer experience base on the information and analysis of complaints
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Reduction of customer complaint volume, the repetition and severity of complaints
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Manage the HSBC Bank Canada “Resolving Customer Complaints’ mandatory training module to ensure contents are up to date, delivered and completed by all relevant employees bank wide
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Responsible for quality assurance of resolved complaints handled by customer facing channels (Level 1 and Level 2) and provide feedback to ensure procedure and policy are adhered to
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Provide end to end complaint handling including verbal and written responses for complaints within the market
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Work closely with business units and global functions to obtain information required to resolve complaints and customer service issues
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Ensure that all complaints are handled to the highest quality, maximizing customer satisfaction to achieve metrics
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Ensure that all complaint letters are completed and issued in accordance with regulatory requirements
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Maintain a detailed log of complaints received and follow up as required on outstanding complaints redirected to other business units to ensure responses are delivered in a timely manner
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Consult with internal and external legal counsels as required
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Develop & maintain close working relationships with business units/departments to resolve issues and complaints.
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Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
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Ensure the fair treatment of customers is at the heart of everything we do, both personally and as an organization
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Complete other responsibilities, as assigned.
Qualifications
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Bachelor’s degree in business, related field or equivalent experience
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Minimum of 5 years proven and progressive customer experience or equivalent
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Fluency in English, French, Cantonese or Mandarin would be considered an asset
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Strong knowledge of the customer service concept and its impact on customer relationships
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Sound knowledge of the Bank’s operations, products, policy, procedures and delivery systems
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Broad knowledge of the Bank’s subsidiary business
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Understanding of analytics, customer insight and the needs of the customer
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Ability to work in a complex matrix environment
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Ability to act on own initiative and exercise judgement in problem solving
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Exhibits a strong customer driven mentality and commitment to providing the highest level of service
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Demonstrated ability to rapidly build relationships with key stakeholders
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Proven ability to persuade and/or influence others in order to provide and obtain information relevant to the programs.
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Knowledge of HSBC and its products, processes and pertinent regulations affecting their delivery
HSBC Proud
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.
We encourage all Black people, Indigenous People of Canada and people with disabilities to self-identify in their applications. In addition, we invite you to connect with Dianne Calma, our Diversity Recruitment Relationship Manager at dianne.calma@hsbc.ca for support and reasonable accommodations during the selection process.
If this is not the ideal role for you, we invite you to sign up here to our Talent Community so we can update you about job opportunities and career events in your area of interest. We are always looking for people with purpose and ambition who can help build the bank for the future.
Job Field: Branch and Retail Banking
Primary Location: North America-Canada-Ontario-Toronto
Other Locations: North America-Canada-British Columbia-Vancouver
Req ID: 0000I992
