Responsibilities

• Ensure customer complaints are handled in compliance with all policies, rules, guidelines, requirements prescribed by regulators and the Company.
• Investigate, escalate, and settle complaints related to company products
• Identify gaps, improvement opportunities from complaints about review and escalate to supervisors/respective business unit for improvement actions.
• Work collaboratively with other departments on resolutions of complaints.
• Prepare various regular reports with high quality standard.
• Establish and improve workflow, procedures and service standards and enhance KPIs.
• Handle written & verbal complaints.

Requirements

• Secondary or above qualification
• Minimum 4 years customer service experiences in financial industry or complaints handling.
• Customer-oriented mindset with a passion for providing excellent service and driving for resolution
• Good command of both written and spoken English, Cantonese, and Mandarin. (especially written)
• Willing to take the examination of IIQE Paper I, II, III & V and LOMA.