Deputy Manager to Senior Manager, Complaints Team

Industrial and Commercial Bank of China (Asia) Limited

Job Responsibilities:

Manage and resolve customer complaints in a timely and professional manner
Communicate effectively with customers to address concerns and provide appropriate solutions
Handle escalated complaints with sensivity and empathy
Conduct thorough investigations into complaints, gathering relevant information and evidence
Collaborate with different departments or teams to resolve issues effectively and to prevent recurring issues
Generate reports on complaint resolution metrics for management review
Ensure compliance with industry regulations and company policies
Stay updated on industry best practices and regulations related to complaint handling
Assist in training employees on complaint management processes
Contribute to a positive team environment through collaboration and support
Perform other duties as assigned

Job Requirements:

Bachelor degree or above
Minimum 4 years experience in complaints handling or customer service roles within the banking or financial industry
Good knowledge of banking products, services and regulations
Excellent communication and interpersonal skills
Detail-oriented with strong analytical and problem solving abilities
Ability to work independently and as part of a team
Good command of written and spoken Chinese and English

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