Manager - Mediator/Complaint Handling

Company : Bank Of China (Hong Kong) Limited

Job Type : Full Time

Hong Kong

Job Description - Manager - Mediator/Complaint Handling

Responsibilities:

Handle customers' complaints related to the insurance and investment products, and 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 the internal and external policies and regulations
Deal with the regulators
Identify areas for improvements and prepare reports for enhancing service quality

Requirements:

Degree holder or above
4 years hands on experience in complaint handling or customer service is preferred, preferably in the banking or financial industry
Sound knowledge in the investment or insurance business and the related compliance requirements would be an advantage
Fair knowledge of general banking products and operations
Able to handle complaints independently & confidently
Self-motivated, mature, patient and able to work under pressure
Good command of verbal and written English and Chinese
Proficient in Putonghua would be a definite advantage

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 .

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Manager - Mediator/Complaint Handling

Job Description - Manager - Mediator/Complaint Handling

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