AVP/Sr Assoc, Complaint Management, Institutional Banking Group

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

Business FunctionCorporate and Investment Banking provides corporate customers with a full range of commercial banking products and services, including cash management services, current accounts, time deposits, trade finance, working capital finance, term loans and foreign exchange. Through our continued commitment, DBS has cultivated long-standing relationships with its customers in the region that are based on account relationship management, service differentiation, product development and rigorous credit standards.ObjectivesManage and resolve customer complaints, feedback and regulatory enquiries in a fair, timely and professional manner; support customer experience journey; and drive service, process and control improvements.Principal ResponsibilitiesManage customer complaints, potential complaints, feedback and enquiries referred by regulators, ensuring timely acknowledgement, investigation, response and closure in accordance with applicable requirements and internal procedures.Conduct independent, evidence-based investigations; assess the merits and root causes of complaints; and recommend fair, practical and customer-focused resolutions.Take ownership of each case throughout the end-to-end complaint journey, maintaining complete, accurate and defensible records of actions, findings, approvals, communications and outcomes.Communicate clearly, professionally and empathetically with customers.Ensure smooth and effective collaboration with stakeholders to obtain information, align investigation findings and agree appropriate resolution and remedial actions.Identify priority, regulatory, legal, conduct, fraud, mis-selling and reputational-risk matters, and escalate them promptly to the appropriate management and specialist functions.Analyse complaint data, customer feedback, root causes and emerging trends; prepare accurate management information, regulatory reports and governance materials.Provide guidance to frontline and business teams on complaint handling, customer communication and service recovery, and contribute to knowledge sharing and training.Be dedicated to supporting the customer experience journey and related initiatives, including complaint-prevention, process enhancement, customer communication and service-quality projects.Support assignments and projects as required.Key AccountabilitiesDeliver fair, timely and well-documented complaint outcomes that meet customer, business, regulatory and internal governance expectations.Maintain effective oversight of complaint timelines, case quality, escalation, record keeping and remedial actions.Build effective working relationships with Business Units, Operations, Compliance, Legal and etc.Support assignments and projects as required.RequirementsDegree holder or above.Relevant experience in complaint handling, customer service or banking operations; experience in corporate or institutional banking is an advantage.Excellent written and verbal communication skills.Good command of written and spoken English and Chinese, including fluency in Cantonese and Mandarin.Customer-focused, detail-oriented and highly accountable, with sound judgement and discretion when handling confidential or sensitive matters.Location:One Island EastJob:User ExperienceSchedule:RegularEmployee Status:Full time