AM/Manager, Complaint Handling

ZA; Hong Kong; On-site; HKD 420,000 - 700,000; Full time

Job summary

ZA is seeking an experienced Customer Complaints Analyst in Hong Kong to manage end-to-end banking product complaints across all channels. You will conduct thorough investigations and ensure adherence to HKMA and internal guidelines.

You will support the team leader, guide junior members, and handle escalated cases while proposing resolutions that align with the bank's strategic goals. Collaboration with SMEs and the Second Line of Defense is essential to maintain robust compliance and risk

Qualifications

• University degree or related disciplines.
• Min. 5 years' experience in complaint handling in banking industry.
• Solid experience in Complaint Management.
• Strong interpersonal, communication, and presentation skills coupled with analytical and problem-solving abilities.
• Good written and verbal communication skills in English, Cantonese and Mandarin.

Responsibilities

• End-to-end handling of customer complaints related to banking products from all channels with thorough investigations.
• Assist the team leader in guiding junior members and handling escalated cases.
• Propose resolutions aligned with overall business strategic goals.
• Collaborate with Subject Matter Experts and Second Line of Defense on compliance and risk practices.
• Analyze customer feedback and root causes, identifying improvements.
• Detect and raise any compliance issues in customer complaints.

Skills

Interpersonal skills

Communication skills

Analytical thinking

Problem-solving

Presentation skills

Education

University degree

Job description

• End-to-end handling of customer complaints related to banking products from all channels and ensuring a thorough and quality investigation into complaints is conducted strictly in accordance with applicable guidelines.
• Assist the team leader in providing guidance to junior team members and dealing with escalated cases.
• Propose resolutions to complaints and ensure they align with the overall business strategic goals.
• Collaborate with Subject Matter Experts and the Second Line of Defense to establish and maintain robust scrutiny of compliance practices and risk management policies.
• Analyze customer feedback and root causes of complaints, identify areas for improvement and recommendations for enhancing service quality.
• Detect and raise if there are any compliance issues and incidents in customer complaints.

Requirements

• University degree or related disciplines.
• Min. 5 years' experience in complaint handling in banking industry.
• Solid experience in Complaint Management.
• Strong interpersonal, communication, and presentation skills coupled with analytical and problem-solving abilities.
• Good written and verbal communication skills in English, Cantonese and Mandarin.

Mandatory Reference Checking Scheme

Mandatory Reference Checking Scheme (MRC Scheme) may be applicable for certain relevant positions. It is a standardised reference-checking arrangement that is designed to support the integrity of "authorized institutions" regulated by the Hong Kong Monetary Authority (HKMA). Pursuant to the MRC scheme, our Bank will conduct a mandatory reference check by requesting information from each relevant former and current employer of applicants. For more details about the MRC Scheme, please visit the website of the Hong Kong Association of Banks: https://www.hkab.org.hk/en/page/5/mandatory-reference-checking-scheme-phase-2

Applicants who are not invited for an interview within the 8 weeks after submission of application may assume their applications unsuccessful. We may review applications received for suitability for other posts within the Company. All personal data provided will be treated in strict confidence and used strictly for recruitment-related purposes only. We shall retain the personal data of unsuccessful applicants for a period of 24 months upon receipt of such application.