Our client is a one of the leading virtual banks. They are looking Manager and Senior Manager in Complaints Handling Manager. You will be in charge of the setup and lead of the complaint resolution team to handle customer complaints in related to banking products in order to maintain the professional image of the bank.
- Handle and investigate complaint cases from direct customers and regulators
- Conduct thorough investigation into complaints adhering to the bank's operations and customer service guidelines, compliance policies and relevant ordinances of regulators
- Develop a complaint handling knowledge base capturing all activities including investigation, resolution and outcomes for reference and alignment in the future
- Degree holder or above with at least 5 years of complaint handling and customer service preferably in the banking and finance industry
- Sound knowledge in retail banking products would be an advantage
- Native in English and Cantonese, fluent in Mandarin