• Handle verbal and written complaints and feedback received through various channels and prepare verbal / written responses to the complainants
• Coordinate with business and support functions to collect facts and evidence for complaint investigation and to resolve in full compliance with the related codes and guidelines
• Initiate and implement different service quality projects to uphold/ enhance the Bank’s service quality
• Assist in reviewing and updating the complaint handling procedures/ guidelines to ensure that the Bank is fully complied with the regulatory requirements
• Assist in conducting SQ sharing session for frontline staff to reinforce their service mindset
• Prepare various kinds of complaint statistics/ reports
• Follow up the issue related to Complaint Management System
• Handle Ad hoc project assigned by supervisor

• Degree or diploma holder
• Minimum 5 years of experience in handling customer complaints in customer service industry
• Banking/ financial industry with experience in handling Investment and Insurance related complaints will be an advantage
• Patient with good customer service attitude
• Good communication and interpersonal skills
• Proficiency in written and spoken English and Chinese
• Candidates with less experience would be considered for the position of Assistant Manager

Dah Sing Financial Group – Your Employer of Choice

People are important stakeholders in our business. We believe in treating our employees well by creating an environment where they can excel, ensuring they are fairly rewarded and engaging them in business. We strive to embed socially responsible values throughout the organization, impacting our day-to-day operations. We support employee wellness, work-life balance and family friendly practices. If you share the same value and aspire to join an organization where you can contribute to its success with a rewarding career in return, join us today.