Complaints Handler

7 days ago

London, Greater London, United Kingdom HSBC Full time

  • Job description
Job description

Who are HSBC Innovation Banking?


We're the power behind the UK's forward-thinkers, future-makers and leap-takers, helping them ignite the bold ideas that reshape our world.

We offer flexible banking solutions for start-ups, scale-ups, growth businesses, investors and those working towards IPO.


Whether it's comprehensive banking, managing cashflow, plans for buyouts or Global Funds Banking, we power ideas at every stage of their journey.

From the first-time founders to the funds that back them and everything in between. Here's to never standing still.

We're proud to accelerate growth for tech and life science businesses, create meaningful connections and open a world of global opportunity for entrepreneurs and investors alike.


THE ROLE


The role of the Complaint Handler is to ensure the accurate execution of the complaint process for the role consists of; the logging and tracking of client complaints, escalation to expedite resolution, root cause trend analysis and building of awareness across the branch to ensure compliance to regulatory requirements.

The client Complaint Handler is the primary day to day point person in the UK for client complaints and will work cases end to end collaboratively with functional partners across regions in order to raise awareness and ensure timely resolution at a complaint case level.


There is a need for the individual to have a good understanding of general banking practices as each complaint will need to be classified in line with PSR, PSD2 and MiFID requirements and during investigation close attention must be paid to the Treating Customers Fairly policy and Consumer Duty.


The Complaint Handler has to be able to demonstrate experience in the ability to identify and resolve client problems/issues, and product and service issues alongside building and nurturing client relationships.

All HSBC Innovation Banking employees have accountability for understanding and adhering to bank policies and procedures, compliance with legal and regulatory requirements are also critical components in this role.


A "continuous improvement" focus is required to drive improvements in efficiency and to spot opportunities to automate, simplify and streamline in order to enhance the client experience and further differentiate HSBC Innovation Banking.

This role sits within the Complaints Ops team and reports to the Complaints Manager.

Responsibilities:

  • Day to day responsibility for logging and oversight of handling all complaints received by HSBC Innovation Banking UK, in line with the FCA complaint handling guidelines
  • Classification of complaints and determination of the ultimate resolution and subsequent communication in line with guidelines
  • Liaising with internal business partners to drive towards complaint resolution
  • End to end ownership of complaints received into HSBC Innovation Banking UK
  • Progressing complaints within FCA regulated timeframes
  • Ensuring exceptional levels of client service at all times
  • Prompt escalation of complaints that have breached the HSBC Innovation Banking UK complaints handling procedure
Requirements
Requirements

  • Bachelor's degree preferred
  • Previous experience of client complaint handling
  • Experience in banking operations or a prior client facing role
  • Strong interpersonal, analytical, problem solving, organisational, prioritisation, decisionmaking, and conflict resolution skills
  • Excellent communication abilities, including strong written and verbal skills, and the ability to explain complex issues and convey information, both internally and externally, in an articulate and professional manner
  • Proactively build internal relationships and collaborate with others
  • Positive energy, "spirit of collaboration" and partnership
  • Enthusiasm for delighting clients
London based.

Hours: 40 hours per week

Location:
HSBC, Alphabeta, Finsbury Square, London, EC2A 1BR

Equal Employment Opportunity

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