Senior Customer Relations Manager - Wealth & Personal Banking
HSBC
- 九龍城區九龍城
- 長期
- 全職
- Handle escalated complaints from various channels via an end-to-end process from complaint classification, review, investigation, resolution recommended to communications with customers concerned
- Resolve customer complaints and build customer loyalty to ensure relationship retention and uphold the Bank integrity and good reputation
- Maintain service excellence and effectiveness in interacting with customers in a professional manner including verbal and written communications
- Ensure the complaint handling meeting the internal quality and control standards plus regulatory requirements
- Collect and report customer pain points and recommend customer journey enhancements to uplift customer experience and pre-empt customer complaints
- Share best practices of complaint handling with other customer facing colleagues
- Undertake speedy actions to minimize impacts of incidents affecting respective daily operations and business activities
- Proactively instil HSBC core values and business principles
- University degree in a related discipline or relevant experience
- Minimum of 5 years work experience in financial institutions including good exposure to complaint handling tasks and customer facing experience
- Familiar with retail and wealth management products and services plus related operations preferred
- Customer centric mindset, strong business sense as well as positive and sincere work attitude
- High degree of personal drive and resilience
- Excellent written and verbal communication skills including fluent in English, Cantonese and Putonghua