Customer Experience Manager - Retail Lending

Responsibilities

• Manage customer experience, improving & optimizing customers’ interactions with business
• Manage Net Promoter Score within the department, driving relevant teams to address customers’ voice and enhancing customer experience
• Handle high impact complaints received from customers or referred by external parties
• Prepare replies to customer, ensuring accuracy in content, appropriateness in tone & manner and in line with “Treat Customer Fairly Charter”
• Identity root cause of the problems and identify areas for improvement
• Comply with all applicable regulations, rules and guidelines set by the regulators and the Bank
• Drive Call Centre’s productivity and provide advice to Call Centre agents on case handling
• Organize and handle ad hoc tasks/projects as assigned from time to time

Requirements

• University graduate, preferably major in English, business, finance or related discipline
• Minimum 5 years’ experience in customer service in banking sector
• Relevant HKIB qualification would be an advantage
• Hands on experience in handle 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
• Proficiency in MS Windows and Office
• Excellent spoken and written English and Chinese, Putonghua proficiency is an advantage