End-to-End Complaints Resolution Specialist

HSBC Holdings plc; Taguig; On-site; PHP 480,000 - 700,000; Full time

Job summary

HSBC Holdings plc is seeking a Complaints Resolution Officer in Taguig to manage customer complaints end-to-end and ensure timely, fair investigations. You will maintain professional communication and drive resolution across multiple channels, contributing to service quality and regulatory compliance.

Strong English skills and problem-solving are essential. The role requires collaboration with branches and frontline teams to uplift capability and support process improvements for a smoother

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 skills and cross-team collaboration.
• Customer-centric with excellent listening and communication skills; empathetic.
• Ability to work in high-volume, fast-paced environments with compliance.
• Fluent written and spoken English; comfortable drafting emails/letters.
• Willingness to coach and uplift frontline capability; basic MI/reporting skills.

Responsibilities

• Manage customer complaints end-to-end across channels, ensuring fair investigations and resolutions.
• Deliver excellent customer experience by meeting SLAs without compromising quality.
• Drive closure of aged complaints with strong ownership and stakeholder follow-through.
• Perform root cause analyses to identify recurring themes and risks; propose actions.
• Partner with branches and frontline teams to uplift complaint-handling capability.
• Support process and journey improvements to enhance customer experience and efficiency.

Skills

Investigation

Problem-solving

Decision-making

Root cause analysis

Stakeholder management

Customer communication

Empathy

Team collaboration

English proficiency

Education

Bachelor's degree or equivalent

Job description

HSBC Holdings plc is seeking a Complaints Resolution Officer in Taguig to manage customer complaints end-to-end and ensure timely, fair investigations. You will maintain professional communication and drive resolution across multiple channels, contributing to service quality and regulatory compliance.

Strong English skills and problem-solving are essential. The role requires collaboration with branches and frontline teams to uplift capability and support process improvements for a smoother