Customer Care Support Manager - Wealth
The GCB6 Customer Relations Officer role is based within HSBC's Expat department within our St Helier office.
The role of the Customer Relations Officer is to review complex regulated and banking complaints, approve regulated cases completed by staff and provide support to line management.
Your responsibilities will include:
Taking responsibility for the management and prioritisation of Investment, Life and banking complaints Identifying and escalating improvements in the way HSBC Expat provides its services to customers Ensuring all claims are assessed and negotiated appropriately, while placing the customer is at the heart of everything that is done Providing support to line management where appropriate Reviewing the investigations and decisions made by the regulated complaint handler
Qualifications
The ideal candidate for this role will have:
Relevant product knowledge including knowledge of HSBC Expat services and products. General investment and protection knowledge. Experience working in relevant environment/s, i.e. Customer Service Role relevant qualifications, i.e. Qualification of R01, R02 and R05 or willing to commit to qualifying within 18 months.
Commitment to complete Certificate in Regulated Complaints Handling within 6 months Past working experience on relevant systems, i.e. HSBC Universal Banking System (HUB), Browser etc. Relevant product knowledge including knowledge of Investment and protection product knowledge is desirable is desirable but not essential Past working experience in a relevant role, i.e. complaint handling experience is desirable but not essential A desire to find ways to continually improve the service delivered to customers
Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
Experience of making prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes
A comprehensive understanding of the regulatory frameworks and compliance requirements associated with financial services and experience of working within these
The base location for this role is Jersey.
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.
Key search words: Expat, Complaints Centre of Excellance, Complaints, Regulated, Investment
Salary: . Date posted: 17/07/2017