Manager - Mediator/Complaint Handling

Bank Of China (Hong Kong) Limited Hong Kong

Posted 3 days ago Permanent Competitive

Responsibilities:

Handle customers' complaints related to insurance and investment products, and coordinate the handling of complaints related to other banking products referred by the regulators (e.g. Hong Kong Monetary Authority, Securities and Futures Commission and Insurance Authority etc.)
Liaise with internal and external parties to conduct complaints investigation in accordance with relevant policies and regulations
Communicate with the regulators on complaints cases and respond to their inquiries
Identify areas for improvements and control weaknesses, and drive the implementation of corrective actions
Review and update complaints handling policies and procedures, manuals etc.

Requirements:

Degree holder or above
Minimum of 4 years of hands-on experience in complaint handling or customer service, preferably in the banking or financial industry
Sound knowledge of investment or insurance business and related compliance requirements
Good understanding of general banking products and operations
Ability to handle complaints independently, confidently, and with patience
Self-motivated with strong analytical, interpersonal, and communication skills
Positive attitude and ability to manage pressure effectively
Good command of both written and spoken English and Chinese (including Mandarin)
Proficient in using Microsoft office applications

If you are applying for in-scope position(s) under the Mandatory Reference Checking Scheme (i.e., A role carrying out regulated activities licensed by the IA, SFC & MPFA), you are required to undergo the Mandatory Reference Checking. Our responsible recruiter will inform you the details of the MRC process and the requirements in due course. For details, please click here .

Job ID 500084

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