Complaints Resolution Officer

The Hongkong and Shanghai Banking Corporation Limited (HSBC); Taguig; Hybrid; PHP 600,000 - 800,000; Full time

Job summary

The Hongkong and Shanghai Banking Corporation Limited (HSBC) in Taguig, Philippines, is seeking an experienced complaints specialist to manage customer complaints end-to-end across multiple channels, ensuring fair investigations and timely resolutions in line with internal standards and regulatory requirements.

You will deliver excellent customer experience by meeting SLAs, collaborate with branches and frontline teams, perform root cause analysis, and contribute to process improvements while

Qualifications

• Bachelor's degree (or equivalent) required.
• Strong knowledge of retail/personal banking products, services, and processes.
• Proven capability in investigation, problem-solving, and root cause analysis.
• Strong stakeholder management and cross-team collaboration.
• Excellent listening, communication, and interpersonal skills with empathy.
• Ability to work in a high-volume, fast-paced environment with quality and compliance.
• Proficiency in written and spoken English; drafting emails/letters.
• Comfortable coaching/mentoring others.
• Proficiency with computers and standard office apps; learn new systems quickly.

Responsibilities

• Manage customer complaints end-to-end across multiple channels.
• Deliver excellent customer experience by meeting SLAs without compromising quality.
• Drive closure of aged complaints with ownership and follow-through.
• Perform root cause analysis to identify recurring themes and risks.
• Partner with branches and frontline teams to uplift complaint-handling capability.
• Support process and journey improvement initiatives.

Skills

Stakeholder management

Customer focus

Communication skills

Problem solving

Empathy

Team collaboration

English proficiency

Education

Bachelor's degree

Tools

MS Office

MI reporting tools

Job description

About the 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. You will deliver excellent customer experience by meeting turnaround times/SLAs without compromising quality, and maintain clear, professional customer communication.

Key responsibilities

• 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 maintain 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

About you

• 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

About us

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. 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.