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Manage the Customer Opinion & Complaints Management System including collect, verify, analyze and identify issues which reveal significant, repeated or systemic problems
Compile, write and edit information and management reports related to complaints handling
Liaise with internal and external parties regarding complaints for verifying details of investigation and conclusion to ensure the integrity and accuracy of data collected
Monitor and review complaint logs in system on a regular basis to ensure customer complaints are handled strictly in accordance with the regulatory requirements, mainly the Complaint Handling Procedures (IC-4 of HKMA's Supervisory Policy Manual) and the Code of Banking Practice
Identify and raise if there is any irregular or compliance issue in customer complaints
Support team matters and admistrative duties as required
Degree holder in Business Administration, Finance or Communications disciplines
At least 4 years hands on experience in data analysis and reporting preferably in the banking or financial industry
Sound knowledge in banking business including operations and general banking and wealth management products and relevant regulatory requirements would be an advantage
Excellent proficiency in common PC applications, especially Excel, Powerpoint and WORD
Good command of both written and spoken English and Chinese (including Mandarin)
Self-motivated; creative; capable of producing quality reporting independently and timely; attention to details