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Supervise mediators in handling customers' complaints related to the banking products and other compliance issues
Liaise with internal and external parties to conduct complaints investigation in accordance with the internal and external policies and regulations
Deal with the regulators (e.g. Hong Kong Monetary Authority, Securities and Futures Commission, Insurance Authority and the Hong Kong Federation of Insurers etc.)
Identify areas for improvements and prepare reports for enhancing service quality
Requirements:
Degree or above holder in Business Administration, Finance or Communications. Candidates obtained professional qualifications in HKSI / IIQE / MPF will be an advantage
5-6 years' experience in complaint handling or customer services, preferably in the banking / financial industry
Sound knowledge of banking and investment products
Good negotiation, analytical & problem solving skills
Good command of both written and spoken English and Chinese (including Mandarin)
Proficiency in using Microsoft office
Candidates with less experience will be considered as Mediator
