Specialist, Customer Resolution

**Some careers grow faster than others.**

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. 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.

HSBC Life in Singapore is the combination of AXA Singapore and HSBC Insurance. Here you can specialise in Insurance but enjoy the advantages that come with being part of a leading global international bank.

Insurance is about people, and the promises they make. At HSBC Life in Singapore we help deliver on these promises by providing a wide variety of life insurance products and services to our clients throughout the Asia-Pacific region. Our employees enjoy a dynamic and innovative workplace and a world of opportunities to develop their careers in a high-profile growing business segment. We empower our combined team of high-performing individuals to build skills and explore new experiences to realise the full potential of being part of HSBC.

Together we will pursue efficient ways of working. We will harness the latest data and technology solutions to achieve meaningful outcomes for our clients. And the protection we offer will create broad and lasting impact, helping clients to be healthier, more productive and more confident in their futures.

We are currently seeking a high calibre professional to join our team as a **Specialist, Customer Resolution.**

**Principal Responsibilities**

DAILY
- Handle GI & Life issues escalated by the business unit
- Handle feedback and/ or complaints received from various channels
- Receiving the feedback/ complaint
- Identifying the issue/s raised by the customer/ complainant
- Logging the feedback/ complaint in the CRM system
- Contact the customer/ complainant to seek clarification or request for more information
- Manage, monitor and track the status of open cases
- Liaise and work with the business unit/s for a resolution
- Provide updates to the relevant stakeholders
- Review the findings provided by the business unit/s and if the findings are justified
- Review, revise & edit draft reply provided by the business unit to ensure that the response addresses the concern/s raised by the customer/ complainant
- Conduct root cause analysis for each case scenario
- Manage 2 mailboxes - 1 mailbox used internally and 1 mailbox used for communicating with external parties

MONTHLY
- Identify lapse or gaps in the processes and raise case/s up for discussion in monthly CX Committee
- Present Complaint Stats in monthly CX Committee
- Monthly Complaints Report

Requirements

**Requirements**:

- Minimum GCE O‘ level/ Diploma or equivalent
- Minimum of 5 years of experience in customer service, service quality or relevant working experience in a financial sector or the industry
- Positive mind-set and work attitude
- Inquisitive, resourceful and resilient
- Committed, responsible and independent
- Competent, reliable and able to deliver
- Good analytic skills as you are expected to conduct root cause analysis, establish the issue/s raised for the case scenario
- Organised, meticulous and able to pay attention to details - chronology and sequence of events
- Good communication skills
- Good written skills as this position requires you to respond to the customer in writing
- Have sense of urgency and able to meet deadlines
- A good team player

To be considered for this role, the relevant rights to work in Singapore is required.

**You’ll achieve more when you join HSBC.**

Issued by The Hongkong and Shanghai Banking Corporation Limited.