• Competitive
  • Hong Kong
  • Permanent, Full time
  • Citi
  • 22 Nov 17

HK - GCB - Client Advocacy Manager

HK - GCB - Client Advocacy Manager

  • Primary Location: HK,Hong Kong,Hong Kong
  • Education: Bachelor's Degree
  • Job Function: Operations Customer Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17068179


  • Handle and resolve clients' verbal and written complaints from different channels
  • Conduct thorough investigation, ensure all complaints are handled professionally and settled within internal & external service standards
  • Ensure complaints are strictly adhered to the bank's Complaint Handling Policy, related policies of regulatory bodies and Compliance & Control policies
  • Identify & highlight high impact areas from the complaint analysis & liaise with the concerned parties to drive for improvement


  • University graduate with major in Social Science or Business Administration
  • At least 5 years working experience in complaint handling or customer services, preferably from banking & finance industry
  • Patient with excellent customer service attitude
  • Strong analytical, tactful interpersonal & presentation skills
  • Excellent command of written & spoken English & Chinese (Cantonese & Putonghua)
  • Proficiency in the use of MS Word, Excel, & PowerPoint