Complaints Resolution Officer

HSBC; Taguig; On-site; PHP 420,000 - 540,000; Full time

Job summary

HSBC in Taguig is seeking a Complaints Resolution Officer to manage customer complaints end-to-end across channels, ensuring fair investigations and timely resolutions. The role requires a bachelor's degree, strong knowledge of retail banking products, and excellent communication and stakeholder management.

You will conduct root-cause analysis, mentor frontline teams, and support process improvements to enhance customer experience.

Qualifications

• Bachelor's degree or equivalent is required.
• Experience with retail banking products and processes is preferred.
• Strong analytical and communication skills essential.

Responsibilities

• Manage customer complaints end-to-end across multiple channels, ensuring fair, consistent, and timely investigations and resolutions in line with internal standards and regulatory requirements.
• Deliver excellent customer experience by meeting turnaround times/SLAs without compromising quality, and maintaining clear, professional customer communication.
• Drive closure of aged complaints, including SLA breaches, ensuring strong ownership and follow-through with stakeholders.
• Perform root cause analysis to identify recurring themes, service gaps, and key risks area and elevate insights and recommended actions to prevent recurrence and reduce risks.
• Partner with branches and frontline teams (including HIIB/HSBC Wealth) to uplift complaint-handling capability through coaching, shadowing, and targeted support.
• Support process and journey improvement initiatives that enhance customer experience and operational effectiveness.

Skills

Customer service

Investigation & problem solving

Root cause analysis

Stakeholder management

Communication

English proficiency

Education

Bachelor's degree

Job description

Some Careers Grow Faster Than Others. If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. 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.

Some Careers Grow Faster Than Others. If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. 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. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

Complaints Resolution Officer

In This Role, You Will

• Manage customer complaints end-to-end across multiple channels, ensuring fair, consistent, and timely investigations and resolutions in line with internal standards and procedures and regulatory requirements.
• Deliver excellent customer experience by meeting turnaround times/SLAs without compromising quality, and maintaining clear, professional customer communication.
• Drive closure of aged complaints, including SLA breaches, ensuring strong ownership and follow-through with stakeholders.
• Perform root cause analysis to identify recurring themes, service gaps, and key risks area and elevate insights and recommended actions to prevent recurrence and reduce risks.
• Partner with branches and frontline teams (including HIIB/HSBC Wealth) to uplift complaint-handling capability through coaching, shadowing, and targeted support.
• Support process and journey improvement initiatives that enhance customer experience and operational effectiveness.

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

• Must be a bachelor's degree (or equivalent).
• Strong knowledge of retail/personal banking products, services, and processes.
• Proven capability in investigation, problem-solving, decision-making, and root cause analysis.
• Strong stakeholder management skills and ability to work effectively across teams.
• Customer-centric mindset with excellent listening, communication, and interpersonal skills; able to demonstrate empathy and professionalism in difficult situations.
• Ability to work in a high-volume, fast-paced environment while maintaining quality and compliance.
• Proficient in written and spoken English; confident in drafting customer emails/letters and handling calls/meetings.
• Comfortable coaching/mentoring others and supporting frontline capability uplift.
• Proficiency with computers and standard office applications; able to learn specialised systems quickly and prepare basic MI/reporting.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.