Complaint Manager, Personal E-Business(Internet Finance)

Job Responsibilities:

• Act as a complaint manager to contact customer on needs base, conduct end-to-end case investigations, systematically review voice recordings, transaction records, and system logs

• Manage the centralized department mailbox, prepare internal reports and coordindate with various business units for investigations within the bank’s required turnaround time.

• Oversee eKYC account annual reviews , perform monitoring and follow up works on suspicious account opening and transaction activities. 

• Coordinate and work with internal stakeholders on KYC/CDD process to ensure its compliance with regulatory requirements

• Compliance with Anti Money Laundering and Counter Terrorist Financing Regulations (AML/CTF)

• Responsible to prepare User Requirement Specifications and conduct UAT for e-banking projects

• Handle enquiries from front-line staffs 

• Participate in banking activities and ad hoc projects/duties as assigned

Job Requirements:

• University graduate

• Minimum 3 years of complaint handling experience in banking, candidate with account opening experience is highly perferred

• Demonstrate excellent communication, team coordination and time management skills, and ensure cases are followed up on time and fully complied with CDD policy.

• Knowledge of branch, KYC and CDD related operations

• Knowledge of the Bank’s regulations and policies;  general banking practices, audit and compliance requirements, etc

• Good command of written and spoken Chinese and English with knowledge of Putonghua