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Complaint Manager, Personal E-Business (Internet Finance)

Industrial and Commercial Bank of China (Asia) Limited Hong Kong
Full time Permanent On-site Competitive

About the job

Job Responsibilities:
  1. 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
  2. Manage the centralized department mailbox, prepare internal reports and coordindate with various business units for investigations within the bank’s required turnaround time.
  3. Oversee eKYC account annual reviews , perform monitoring and follow up works on suspicious account opening and transaction activities.
  4. Coordinate and work with internal stakeholders on KYC/CDD process to ensure its compliance with regulatory requirements
  5. Compliance with Anti Money Laundering and Counter Terrorist Financing Regulations (AML/CTF)
  6. Responsible to prepare User Requirement Specifications and conduct UAT for e-banking projects
  7. Handle enquiries from front-line staffs
  8. Participate in banking activities and ad hoc projects/duties as assigned

 Job Requirements:
  1. University graduate
  2. Minimum 3 years of complaint handling experience in banking, candidate with account opening experience is highly preferred
  3. Demonstrate excellent communication, team coordination and time management skills, and ensure cases are followed up on time and fully complied with CDD policy.
  4. Knowledge of branch, KYC and CDD related operations
  5. Knowledge of the Bank’s regulations and policies; general banking practices, audit and compliance requirements, etc
  6. Good command of written and spoken Chinese and English with knowledge of Putonghua