Manager - Mediator/Complaint Handling

Job No.: 500084
Employment Type: Full time
Departments: Legal & Compliance and Operational Risk Management Department
Job Functions: Customer Services, Legal, Quality Assurance

Responsibilities:

• Handle customers' complaints related to insurance and investment products, and coordinate the handling of complaints related to other banking products referred by the regulators (e.g. Hong Kong Monetary Authority, Securities and Futures Commission and Insurance Authority etc.)
• Liaise with internal and external parties to conduct complaints investigation in accordance with relevant policies and regulations
• Communicate with the regulators on complaints cases and respond to their inquiries
• Identify areas for improvements and control weaknesses, and drive the implementation of corrective actions
• Review and update complaints handling policies and procedures, manuals etc.

Requirements:

• Degree holder or above
• Minimum of 4 years of hands-on experience in complaint handling or customer service, preferably in the banking or financial industry
• Sound knowledge of investment or insurance business and related compliance requirements
• Good understanding of general banking products and operations
• Ability to handle complaints independently, confidently, and with patience
• Self-motivated with strong analytical, interpersonal, and communication skills
• Positive attitude and ability to manage pressure effectively
• Good command of both written and spoken English and Chinese (including Mandarin)
• Proficient in using Microsoft office applications