Customer Experience & Complaints Specialist

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

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.