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Supervise mediators in handling customer complaints related to selling of investment and insurance products and other compliance issues, and handle complicated cases directly as required
Conduct thorough investigation into complaints of the above nature strictly in accordance with internal and external guidelines
Directly deal with the regulators (mainly the Hong Kong Monetary Authority, the Securities and Futures Commission, the Insurance Authority and the Hong Kong Federation of Insurers) professionally, responsively and timely
Investigate and accurately identify the root causes of complaints, propose resolutions which can take into account reputation and compliance risks and overall business strategic goals
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 non-compliance to bank policies and procedures or regulatory requirements and liaise with internal departments for prompt rectification Requirements:
University or above in Communication Studies, Business Administration or Finance disciplines, preferably with professional qualifications in HKSI / IIQE / MPF
At least 8 years hands on experience in complaint handling or customer service preferably in the banking / financial industry
Experience of leading a team with good track record
Sound knowledge of banking and investment products and solid experience in investigating insurance and investment complaints would be a definite advantage
Good writing, negotiation, analytical & problem solving skills
Self-motivated, creative and able to work independently
Proficiency in common PC applications, such as WORD, Excel and Powerpoint
Good command of verbal and written English and Chinese
Proficiency in Putonghua would be an advantage
Internal Number: 6108005
About Bank Of China (Hong Kong) Limited
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