Our client, a well-established bank, is now seeking an experienced candidate to join their team.

Responsibilities:

• Analyze customer feedback and root causes of complaints, identify areas for improvement and recommendations for enhancing service quality
• Detect and raise if there is any compliance issue in customer complaints
• Directly deal with cases referred from regulators responsively and timely
• Conduct thorough investigation into complaints with internal and external parties strictly in accordance with guidelines
• Propose resolutions to complaints and ensure they are in line with the overall business strategic goals
• Handle customer complaints related to retail banking products from all channels
• Provide verbal / written reply for customer complaints in a timely manner

Requirements:

• University degree in a related discipline or relevant experience
• Minimum of eight years' work experience including five years or more in complaint handling and has a good understanding of service excellence
• Previous experience in regulatory and/or financial institution is preferred
• Strong self-motivation with good communication, negotiation and interpersonal skills
• Strong driver role and ownership to deliver result within tight timeline
• Proficiency in both English and Chinese
• High level of customer centricity mindset with dedication to deliver exceptional quality services for customers

Interested candidates please forward your resume (in MS Word format) together with current and expected salary details by clicking the Apply Now button.