Customer Relations Manager, HSBC

Customer Relations Manager

HSBC

Location:
Hong Kong, Mongkok

Category:
Banking

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Hang Seng Bank is seeking a Customer Relations Manager to handle customer complaints, conduct investigations, propose resolutions, and prepare case updates. The role emphasizes analyzing customer feedback and ensuring compliance with banking standards.

Job Responsibility:

Handle customer complaints related to retail banking products from all channels
Directly deal with cases referred from regulators responsively and timely
Conduct detailed and thorough investigation into complaints with internal and external parties independently and strictly in accordance with guidelines
Propose resolutions to complaints and ensure they are in line with the overall business strategic goals
Prepare investigation report, and provide verbal / written reply for customer complaints in a timely manner
Prepare high-quality case update to senior management
Analyze customer feedback and root causes of complaints, identify areas for improvement and recommendations for enhancing service quality
Detect and raise if there is any compliance issue in customer complaints

Requirements:

University degree in a related discipline or relevant experience
Proven experience in complaint handling or has a good understanding of service excellence
Previous experience in regulatory and/or financial institution is preferred
Strong self-motivation with good communication, negotiation and interpersonal skills
Strong driver role and ownership to deliver result within tight timeline
Proficiency in both English and Chinese
able to prepare high-quality write-up of case update for senior management’s review
Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes

What we offer:

Dynamic working environment
Good career development opportunities
Competitive compensation packages

Additional Information:

Job Posted:
July 18, 2025

Expiration:
August 31, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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