Assistant Manager – Complaint Handling (Ref: JD-AMCH)

Public Bank (Hong Kong) Ltd; Hong Kong Island; On-site; HKD 30,000 - 55,000; Full time

Job summary

Public Bank (Hong Kong) Ltd is seeking a seasoned customer service professional to lead complaint handling and investigations in a fast-paced banking environment.

The role focuses on independently handling cases, ensuring regulatory compliance, and driving service improvements. English and Chinese proficiency, plus strong interpersonal skills, are essential. Degree holder with substantial experience, including managerial responsibilities, will be considered for the Deputy Manager track.

Qualifications

• Handle complaint cases independently with prompt, detailed investigations.
• Ensure investigations comply with procedures and regulations.
• Knowledge of banking products and operations is an advantage.
• Proficiency in spoken and written English and Chinese.
• Degree holder with minimum 5 years in customer service/complaints handling (2+ years at managerial level).

Responsibilities

• Handle complaint cases independently and carry out prompt, detailed investigations.
• Ensure investigations comply with procedures and regulatory requirements in a timely and appropriate manner.
• Promote, develop and implement service-improvement activities.

Skills

Excellent interpersonal and沟通 skills

Education

Degree holder or above

Job description

Handle complaint case independently and conduct prompt and detailed investigation of the case

Ensure investigations are handled in compliance with relevant procedures and regulatory requirements in a timely and appropriate manner

Promote, develop and implement service improvement activities

Degree holder or above with minimum 5 years of customer service or complaints handling experience which at least 2 years at managerial level

Knowledge of banking / financial institutions products and operations will be an advantage

Proficiency in spoken and written English and Chinese

Excellent interpersonal and communication skills

Candidate with more experience will consider as Deputy Manager

Personal data collected will be used for recruitment purpose only and will be treated in accordance with the Bank’s Personal Information Collection Statement, a copy of which has been available in the Bank’s career website.