Customer Complaints Resolution Specialist

HSBC Global Services Limited; Taguig; On-site; PHP 360,000 - 600,000; Full time

Job summary

HSBC Global Services Limited in Manila is seeking a Customer Complaints Specialist to join our consumer banking team. You will manage complaints end-to-end across multiple channels, ensuring timely investigations and professional communication.

The role emphasizes root-cause analysis, collaboration with branches and frontline teams, and driving process improvements to enhance customer experience while maintaining compliance and quality standards.

Qualifications

• Experience in retail/personal banking is preferred.
• Strong analytical and problem-solving skills.
• Ability to work in high-volume environment while ensuring quality and compliance.

Responsibilities

• Manage customer complaints end-to-end across multiple channels.
• Deliver excellent customer experience by meeting SLAs and maintaining clear communication.
• Drive closure of aged complaints, including SLA breaches.
• 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

Complaint handling

Investigation

Stakeholder management

English communication

Process improvement

Customer empathy

Education

Bachelor's degree

Tools

MS Office

Job description

HSBC Global Services Limited in Manila is seeking a Customer Complaints Specialist to join our consumer banking team. You will manage complaints end-to-end across multiple channels, ensuring timely investigations and professional communication.

The role emphasizes root-cause analysis, collaboration with branches and frontline teams, and driving process improvements to enhance customer experience while maintaining compliance and quality standards.