Job Description

Job description

Some careers open more doors than others.

If you're looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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


Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our

customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC's purpose of opening

up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking and Insurance.


The job role involves managing customer complaints for collections and credit bureau, this would require interactions with the frontline teams and various stakeholders to take the complaints received to a logical closure within timelines.


The incumbent would need to work in a team and ensure they manage Collection and Credit bureau related complaints within the allotted turnaround times as per the bank's complaint management framework

Principal Responsibilities

Collection and Credit Bureau Complaints

To action all collection & bureau related complaints on E-helpline with appropriate closure, within TAT To raise all customer request on Request management system and ensure resolution within TAT Facilitate investigation of the complaint To maintain a tracker of all complaints / requests received & closed and provide periodic update on resolution under each product Coordinate with various Internal stakeholders / external vendors to get inputs for resolving the complaints and requests within timelines To ensure all complaints are recorded on the system within the agreed timelines To ensure reopen rate is well within control by ensuring comprehensive closure of the complaint To publish a MIS and provide requested data to relevant stakeholders and management To ensure that complaints are addressed and closed within specified timeline to avoid escalations To ensure root cause analysis done for all complaints received and take remedial action

Operational Effectiveness & Control

Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators Awareness of the operational risk associated with the role and actions to minimize likelihood of operational risk occurring including risk identification, assessment End to end implementation of the process as per the approved DIM Ensure all the relevant approvals are sought before implementing a new process Requirements
Graduate in any discipline (BSc / BCom / BA) Experience (preferable) in Managing Complaints & Collections Strong Communication & Writing skills Fair Knowledge of Retail Lending products

Useful Link

Link to Careers Site: Click

HERE

You'll achieve more at HSBC.

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, India
====================================================================================================