Vice President, Complaints

Main Responsibilities:

- Handle and resolve customer complaints related to banking from all channels

- Prepare and/ or review reply letter to complainant, referred parties or regulatory bodies

- Investigate the complaint's root cause, suggest every possibility remedial plan, discuss or negotiate the settlement plan with complainant

- Liaise with internal and external parties for thorough investigation of the complaints, propose resolutions to settle the complaints amicably and reply customers and/ or referred parties or regulators in a timely manner

- Prepare complaint or statistic reports for management's oversight

Requirements:

- Bachelor's Degree in Banking, Finance & Communications. Candidates obtained professional qualifications in HKSI / IIQE / MFP will be an advantage

- 5+ years experience complaint handling or customer services, preferably in the banking industry

- Able to handle complaints independently & confidently

- Comprehensive knowledge of customer experience best practices, operations and supporting systems

- Strong organizational and time management skills

- Excellent communication and influencing skills

- Well-versed in Excel & PowerPoint presentation preferred

The ideal candidate will be customer centric and have both a creative and commercial flair alongside the ability to develop measurables for all related initiatives