Manager, Complaint Handling (Retail Banking)

Our client is an established Chinese bank in Hong Kong. They are looking for an experienced candidate with solid experience in complaint handling and investigation in retail banking business to join the team.

Responsibilities

• Resolve customer complaints quickly and professionally, using effective communication.
• Address escalated complaints with sensitivity and empathy, conducting thorough investigations.
• Work with various departments to resolve issues and prevent recurrence.
• Generate reports on complaint metrics and ensure adherence to industry regulations and company policies.
• Assist in training staff on complaint management and foster a positive team environment.

Requirements

• Degree holder with at least 5 years of experience in the banking industry covering complaint handling/ complaint investigation.
• Good knowledge of complaint handling in banking products and relevant regulatory requirements.
• Good command of spoken and written Chinese and English.