Bilingual Manager, Client Complaints Office - Montréal, Canada - HSBC

HSBC

Verified Company

Montréal, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Opening up a world of opportunity.

We're a financial services organization serving more than 39 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:

The incumbent is responsible for investigating and handling escalated complaints for Wealth & Personal Banking (WPB) and Commercial Banking (CMB).

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:

Researching and resolving complaints ensuring fair outcome is delivered for customers
Receive, investigate, track and respond to customer complaints that have been elevated to HSBC Bank Canada (HBCA) senior executives
Influence the overall customer experience base on the information and analysis of complaints
Reduction of customer complaint volume, the repetition and severity of complaints
Manage the HSBC Bank Canada (HBCA) "Resolving Customer Complaints' mandatory training module to ensure contents are up to date, delivered and completed by all relevant employees bank wide
Responsible for quality assurance of resolved complaints handled by customer facing channels (Level 1) and provide feedback to ensure procedure and policy are adhered to
Provide end to end complaint handling including verbal and written responses for complaints within the market
Work closely with business units and global functions to obtain information required to resolve complaints and customer service issues
Ensure that all complaints are handled to the highest quality, maximizing customer satisfaction to achieve metrics
Ensure that all complaint letters are completed and issued in accordance with regulatory requirements
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
Consult with internal and external legal counsels as required
Develop & maintain close working relationships with business units/departments to resolve issues and complaints.
Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
Ensure the fair treatment of customers is at the heart of everything we do, both personally and as an organization
Complete other responsibilities, as assigned.

Requirements

Minimum of 5 years proven and progressive customer experience or equivalent
Bachelor's degree in business, related field or equivalent experience
Strong knowledge of the customer service concept and its impact on customer relationships
Sound knowledge of the Bank's operations, products, policy, procedures and delivery systems
Broad knowledge of the Bank's subsidiary business
Understanding of analytics, customer insight and the needs of the customer
Be fully conversant of the Bank's policies and current procedures and standards and adherence to these standards
Ability to handle wide range of issues which are often unstructured and complex, requiring judgment, evaluation, analytical thinking and creative approach for resolution
Champion the voice of the customer from a complaints perspective in all scenarios.
Strong communication, negotiation and critical thinking skills as well as the ability to make decisions and judgment calls on a daily basis.
Ability to work in a complex matrix environment
Demonstrated ability to rapidly build relationships with key stakeholders
Knowledge of HSBC and its products, processes and pertinent regulations affecting their delivery
Ability to handle multiple projects simultaneously, prioritize existing workload, adapt and respond quickly to changing demands and market conditions
Highly developed interpersonal skills for dealing with a diverse range of stakeholders and getting buyin
The language requirements for this position include French and English. The latter language is required to support customer's