Assistant Manager Customer Service : Complaints

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Business Descriptor:
International Wealth and Premier Banking (IWPB) provides a leading premium proposition through Premier Banking and, together with our Global 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. HSBC Global Private Banking helps high net worth and ultra:high net worth clients manage, grow, and preserve their wealth for generations to come. Our network of global experts helps clients access investment opportunities around the world, plan for future with wealth and succession planning, manage their portfolio with tailored solutions, and find the right support for their philanthropy.
The customer service support staff is responsible for ensuring all customer complaints are received and investigated, resolved or passed to the correct resolution unit, 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:
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Complaint Investigation: Investigate customer complaints throughly to ensure all issues are addressed fairly and within internal and external stipulated timelines. Ensure all relevant documents are collected and checked for accuracy to support case decisions.
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Customer Communication: Act as a contact for customers throughout the complaint process, ensuring clear communication. Gather necessary inputs and documentation from customers. Keep customers informed about status and progress of their complaints, ensuring all information is up to date.
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Case Resolution and Compensation decisions:Make informed decisions on financial compensation or goodwill payments where appropriate, balancing customer satisfaction with the bank 's guidelines. Payments for financial redressal or compensation should be referred to the approving authority as per the limits assigned in the Operating Authorities document.
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Documentation and Reporting: Update the complaint handling system with investigation details, outcome,root cause analysis, and any redress/compensation offered. Maintain accurate records.
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Liaison and Coordination: Liaise with internal departments to obtain documentation and resolution stance, clarify the language used before referring case to the Internal Ombudsman (IO). Respond to IO queries promptly and ensure coordination between different units to facilitate a smooth complaint resolution process.
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Compliance and Quality control: Ensure that all actions taken comply with regulatory guidelines and internal processes. Perform quality checks to ensure that all case files are complete and ready for review, especially before escalation to higher authorities.
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Improve the effectiveness of customers interactions with HSBC; thereby reducing the incidence of escallated complaints.
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To identify and report trends in complaints and other customer feedback where root cause analysis may be required to address the cause of complaints.
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Ensure complaints escalations : Complaints are escalated to senior management or regulatory bodies or HSBC group as appropriate, in line with policies.
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Certifications : Complaint Handlers may need to be certified as per bank 's internal or regulatory guidelines.
Control and Conduct Statements:
Control
All staff are responsible for ensuring the effectiveness of th
Job Type: Permanent