Responsibilities  

• Ensure customer complaints are handled in compliance with all policies, rules, guidelines, requirements prescribed by regulators as well as the bank
• Coordinate with relevant sections & business units to resolve complaint cases
• Prepare investigation reports and replies to complaint cases
• Propose resolutions to complaints and ensure they are in line with the overall business strategic goals
• Provide verbal / written reply for customer complaints in a timely manner
• Analyze customer feedback and root causes of complaints, identify areas for improvement and recommendations for enhancing service quality

Requirements

• University graduates with  7 years’ relevant banking experience, of which at least  3 years at managerial level. 
• Sound knowledge in handling customer complaints
• Good understanding of regulatory policies and guidelines governing retail banking services and channel
• Good knowledge of retail banking products and services
• Good command of both spoken and written English and Chinese, fluent in Putonghua is preferable