AVP/Associate, Complaint Mgmt – Institutional Banking

DBS Bank Ltd; Hong Kong; On-site; HKD 420,000 - 560,000; Full time

Job summary

DBS Bank Ltd in Hong Kong seeks a dedicated professional to manage customer complaints and enquiries within corporate banking. You will investigate, document, and resolve issues with accuracy, while coordinating with stakeholders to ensure fair outcomes and adherence to regulatory requirements.

The role requires excellent English and Chinese communication, strong customer service orientation, and meticulous record-keeping in a fast-paced banking environment.

Qualifications

• Degree holder or above.
• Experience in complaint handling, customer service or banking operations.
• Experience in corporate or institutional banking is an advantage.
• Excellent written and verbal communication.
• Fluent in English and Chinese (Cantonese and Mandarin).

Responsibilities

• Manage customer complaints, feedback and enquiries with timely acknowledgement, investigation and closure.
• Conduct independent investigations and document findings with defensible records.
• Communicate professionally and empathetically with customers.
• Collaborate with stakeholders to gather information and resolve issues.
• Provide guidance on complaint handling and service recovery, and support governance reporting.

Skills

English-Chinese fluency

Customer service oriented

Attention to detail

Education

Bachelor's degree

Job description

DBS Bank Ltd in Hong Kong seeks a dedicated professional to manage customer complaints and enquiries within corporate banking. You will investigate, document, and resolve issues with accuracy, while coordinating with stakeholders to ensure fair outcomes and adherence to regulatory requirements.

The role requires excellent English and Chinese communication, strong customer service orientation, and meticulous record-keeping in a fast-paced banking environment.