Deputy Manager to Senior Manager, Complaints Team

Job Responsibilities:

1. Manage and resolve customer complaints in a timely and professional manner
2. Communicate effectively with customers to address concerns and provide appropriate solutions
3. Handle escalated complaints with sensivity and empathy
4. Conduct thorough investigations into complaints, gathering relevant information and evidence
5. Collaborate with different departments or teams to resolve issues effectively and to prevent recurring issues
6. Generate reports on complaint resolution metrics for management review
7. Ensure compliance with industry regulations and company policies
8. Stay updated on industry best practices and regulations related to complaint handling
9. Assist in training employees on complaint management processes
10. Contribute to a positive team environment through collaboration and support
11. Perform other duties as assigned

Job Requirements:

1. Bachelor degree or above
2. Minimum 4 years experience in complaints handling or customer service roles within the banking or financial industry
3. Good knowledge of banking products, services and regulations
4. Excellent communication and interpersonal skills
5. Detail-oriented with strong analytical and problem solving abilities
6. Ability to work independently and as part of a team
7. Good command of written and spoken Chinese and English