Complaints Resolution Officer

About the role

HSBC is seeking a Complaints Resolution Officer to manage customer complaints across multiple channels. The role focuses on delivering fair, consistent, and timely investigations while ensuring compliance with internal standards and regulatory requirements.

Key responsibilities

• Handle end‑to‑end complaint investigations, meeting turnaround times and service level agreements.
• Communicate clearly and professionally with customers throughout the resolution process.
• Drive closure of aged complaints and address SLA breaches through strong ownership.
• Conduct root‑cause analysis to identify recurring issues, service gaps, and risks, and recommend preventive actions.
• Partner with branches and frontline teams to uplift complaint‑handling capability via coaching, shadowing, and targeted support.
• Support process‑improvement initiatives that enhance customer experience and operational efficiency.

Required profile

• Bachelor’s degree or equivalent.
• Strong knowledge of retail/personal banking products, services, and processes.
• Proven investigative, problem‑solving, decision‑making, and root‑cause analysis abilities.
• Excellent stakeholder management and ability to work across teams.
• Customer‑centric mindset with strong listening, communication, and empathy skills.
• Ability to thrive in a high‑volume, fast‑paced environment while maintaining quality and compliance.
• Fluent written and spoken English, capable of drafting professional emails and handling calls.
• Comfortable coaching and mentoring frontline staff.

Required skills

• Proficiency with computers and standard office applications (e.g., Microsoft Office).

What we offer

• Opportunities for professional development within a global banking leader.
• Supportive culture that values diversity, flexibility, and continuous learning.