Complaint Manager-- Virtual and Online Services Operations Section

Job Responsibilities:

1. Manage customer complaints and feedback received through multiple channels, ensuring strict adherence to internal and external regulatory requirements. Promptly escalate special cases to management.
2. Collaborate with relevant parties to conduct thorough complaint investigations and root cause analyses, providing timely responses to customers.
3. Develop and propose complaint resolutions designed to minimize the Bank's reputational risk while aligning with overall business strategies. Aim to transform customer complaints into positive experiences/compliments.
4. Analyze customer complaints/feedback and evaluate internal workflows/procedures to identify service gaps. Recommend practical and actionable service and system enhancements to meet or exceed customer expectations, thereby increasing customer satisfaction and loyalty.
5. Compile and prepare periodic management reports.

Job Requirements:

1. University graduate in banking or related disciplines is preferred.
2. Minimum 5 years of experience in banking with customer complaint handling.
3. Comprehensive understanding of retail bank account opening workflow, KYC, CDD, and AML regulatory guidelines.
4. Excellent mediation, analytical, problem-solving skills and able to handle complaints independently.
5. Strong presentation and interpersonal skills.
6. Excellent command of written and spoken English, Cantonese and Putonghua.Proven ability to draft formal, legally/compliantly sound customer response letter and investigation reports.
7. Conversant with MS Office such as Word, Excel.