Responsibilities

• Handle customer feedback and complaints via various channels including customer feedback hotline, written channels, referral from internal units and external public bodies
• Offer guidance and advice to junior staff and other frontline staff on resolving customer complaints
• Propose resolutions and ensure formulations are in line with the overall business strategic goals, particularly optimize the retention of existing customers
• Analyze customer opinions and complaints, identify areas for enhancing service quality, and prepare reports and recommendations, on the regulated business activities accordingly
• Liaise with various internal and external entities for handling complaints in both of routine and regulatory issues, to enforce and monitor resolving actions are in compliance with policies and procedures
• Monitor service level of customer feedback hotline

Requirements

• Degree holder with major in Business Administration, Finance or related disciplines, with professional qualifications in Mediation is preferable
• At least 7 years working experience in banking or financial industry with 3 years experience in Complaint Handling or Customer Service Management
• Sound knowledge of Banking Products
• Proven negotiation, analytical skill and problem solving technique
• Self-motivated, mature, patient and to be a good team player with strong common sense and  able to work under pressure
• Proficiency in PC applications in MS Office and Chinese word-processing
• Excellent interpersonal and communications skills with good command of English and Chinese in both spoken and written; proficiency in Putonghua would be a definite advantage