Mediator (Complaints Handling)

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • Bank Of China (Hong Kong) Limited
  • 23 Sep 17

Mediator (Complaints Handling)

Responsibilities:

  • Handle customer complaints which are mainly related to the selling of investment and insurance products and other compliance concerned issues
  • Directly deal with the regulators (mainly the Hong Kong Monetary Authority and the Hong Kong Federation of Insurers) professionally, responsively and timely and be able to provide professional verbal / written response to the regulators
  • Conduct thorough investigation into complaints of the above nature strictly in accordance with internal and external guidelines
  • Liaise with internal and external parties for thorough investigation of the complaints and reply customers in a timely manner
  • Propose resolutions to complaints and ensure they are in line with the overall business strategic goals, particularly for optimizing the retention of existing customers
  • Analyze customer feedback and root causes of complaints, identify areas for improvement, and prepare reports and recommendations for enhancing service quality
  • Detect and raise if there is any compliance issue or non-compliance to bank policies and procedures in customer complaints

Requirements:
  • Degree holder or above in Business Administration, Finance or Communications disciplines, preferably with professional qualifications in HKSI / IIQE / MPF
  • At least 4 years hands on experience in complaint handling or customer service, 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
  • Good negotiation, analytical & problem solving skills
  • Able to handle complaints independently & confidently
  • Self-motivated, mature, patient and able to work under pressure
  • Proficient in common PC applications, such as WORD, Excel & Chinese word-processing
  • Good command of verbal and written English and Chinese
  • Proficient in Putonghua would be a definite advantage