Complaint Handling Support

Some careers shine brighter 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.

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 centers, 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.

We are currently seeking an experienced professional to join this team in the role of Complaint Handling Support.

Responsibilities: 

• Complaint Handling : Effectively and efficiently manage customer complaints (with focus on medium and complex complexity) by ensuring complaints are logged, investigated and resolved properly as per internal and regulator’s requirement including attending police summon, meeting with Regulator, representing the bank during mediation process and other action(s) needed.
• Identify Gaps and Improvement for customer journey : Identify customer pain points and improvement insights to be shared with related stakeholders for assessment and execution to deliver enhanced customer experience
• Process Design : Working together with stakeholders to improve current process that is broken/ineffective which impacts customer’s experience and satisfaction.

To be successful in this role, you should meet the following requirements:

• Bachelor’s degree
• 10+ years experience in banking with focus on customer/complaint management
• Strong knowledge of banking industry related products and channels
• Able to collaborate with cross function related unit
• Good communication (oral and written) and customer handling skills

You’ll achieve more at HSBC

HSBC is committed to building a culture where all employees are valued, respected and every opinion counts. We take pride in providing a workplace that fosters professional development, flexible working, and opportunities to grow within an inclusive and diverse environment. We want everyone to achieve their potential with equality regardless of gender, ethnicity, disability, religion, age, or any other trait protected by applicable law. If you need any support or have any access requirements, we encourage you to inform us through email at recruitment.hrd@hsbc.co.id at the time of your application, so that we can support you through your recruitment journey.