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Customer Complaint Resolution Expert

2 months ago

Chester, Cheshire, United Kingdom HSBC Full time

Job Summary

HSBC is seeking an experienced individual to join our Digital Business Services team as a Disputes Case Handler. In this role, you will be responsible for providing high-quality service to customers by resolving card disputes and complex queries in a timely and professional manner.

Key Responsibilities

  • Using knowledge of card scheme rules, products, processes, and procedures to provide excellent customer service and resolve customer queries at first point of contact.
  • Taking ownership and initiative to complete necessary research and customer follow-up, both independently and within a team, using written and verbal correspondence.
  • Processing servicing requests for credit and debit card disputes and complex card queries, including taking preventative actions to protect customers' accounts from fraud and protecting the Bank from first/third-party fraud.
  • Reviewing claims and making commercial, liability decisions where applicable.
  • Handling customer complaints professionally and providing background data for hand-off where required.

Requirements

  • Experience in a telephony-based Customer Centric role.
  • Strong written and verbal communication skills with the ability to communicate complex information in a meaningful way to a wide and varied audience.
  • Excellent attention to detail and accuracy in supporting customers to appropriate resolutions in a timely manner.
  • Ability to manage caseloads/daily tasking queues effectively against changing priorities.
  • Capability to identify cases outside normal procedures, make sound, considered decisions, and escalate to relevant departmental areas.