Manager/ AVP, Complaint handling

Job Responsibilities:

• Receive and document complaints and concerns regarding product issues;
• Conduct thorough investigations into complaints, ensuring all relevant information is gathered;
• Mediate disputes between customers and bank to facilitate resolution;
• Provide clear and timely communication to customers regarding the status of their complaints;
• Maintain confidentiality and handle sensitive information with discretion;
• Collaborate with business department and management to develop policies that address common concerns;
• Analyze complaint data to identify trends and recommend improvements;
• Prepare reports on complaint trends and resolution outcomes for management.

Requirements:

• Degree holder or above
• With at least 5 years staff complaint handling or client complaint handling experience;
• In-depth understanding of banking products and related codes (including but not limited to COBP, SPM IC-4, and Code of Conduct);
• Customer focused and able to work under pressure at crisis and demanding situations, such as group customer meetings, and financial tsunami as well as irate/persistent customer handling;
• A positive and proactive team player. Meticulous, well organized with good communication and strong interpersonal and analytical skills with high sense of curiosity and dedication in solving problems;
• Proficiency in MS Office (Word, Excel and PowerPoint);
• Proficiency in both spoken and written English and Chinese (and conversational Putonghua)