Deputy Manager to Senior Manager, Complaints Team

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