Senior Customer Experience Manager - Retail Lending

Responsibilities

• Handle customer complaints with professional standards and uplift customer satisfaction with product and service recommendation initiatives
• Drive and develop customer experience enhancement projects
• Prepare replies to customer, ensuring accuracy in content, appropriateness in tone & manner and in line with “Treat Customer Fairly Charter”
• Provide advice to Call Centre agents on case handling
• Organize and handle ad hoc tasks/projects as assigned from time to time
• Review/analyze customer feedback, identify gaps and implement activities/measures with support from Retail Lending business and relevant stakeholders

Requirements

• University graduate, preferably major in English, business, finance or related discipline
• Minimum 8 years’ experience in customer service in banking sector covering the following:
  • At least 3 years at supervisory level on customer experience management
  • With solid knowledge in Card and Lending business would be an advantage
  • Hands on experience in handling verbal and written customer complaints with strong decision making
  • Strong interpersonal and able to communicate effectively with internal or external parties
  • Self-motivated, detail-oriented and able to work under pressure and overtime to meet tight project timeline
  • Relevant HKIB qualification would be an advantage
  • Proficiency in MS Windows and Office
  • Excellent spoken and written English and Chinese, Putonghua proficiency is an advantage