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