AM/Manager, Complaint Handling

ZA Bank Limited; Hong Kong; On-site; HKD 420,000 - 660,000; Full time

Job summary

ZA Bank Limited in Hong Kong seeks an experienced Complaint Handling professional to oversee end-to-end investigations of banking product-related complaints across channels. You will guide junior staff, handle escalations, and collaborate with Subject Matter Experts and Second Line of Defense to strengthen compliance and risk practices while driving service quality improvements.

The role requires a university degree, at least five years' banking complaint experience, and fluency in English,

Qualifications

• University degree or related disciplines.
• Minimum 5 years' experience in complaint handling in banking.
• 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 and ensuring a thorough and quality investigation.
• 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 maintain robust 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.

Skills

Complaint handling

Interpersonal skills

Communication skills

Presentation skills

Analytical thinking

Problem solving

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.

ZA Bank, licensed by the HKMA in 2019, is Hong Kong's first and largest digital bank. With 800,000 users as of 30 June 2024, it leads the city's digital banking sector in customer base and deposits. ZA Bank's "Community-Driven" approach actively involves users in product development, resulting in tailored financial services for individuals, SMEs, and Web3 enterprises. The bank offers a comprehensive range of services including banking, investment, insurance, and business solutions. ZA Bank continues to innovate in Hong Kong's financial landscape. It operates as a subsidiary of ZA Global, established in 2017, to explore global fintech and insurtech opportunities.

ZA Bank, licensed by the HKMA in 2019, is Hong Kong's first and largest digital bank. With 800,000 users as of 30 June 2024, it leads the city's digital banking sector in customer base and deposits. ZA Bank's "Community-Driven" approach actively involves users in product development, resulting in tailored financial services for individuals, SMEs, and Web3 enterprises. The bank offers a comprehensive range of services including banking, investment, insurance, and business solutions. ZA Bank continues to innovate in Hong Kong's financial landscape. It operates as a subsidiary of ZA Global, established in 2017, to explore global fintech and insurtech opportunities.