Complaint Handling Manager / Officer

Mox Bank; Hong Kong; On-site; HKD 350,000 - 540,000; Full time

Job summary

Mox Bank is seeking a Complaint Handling Manager/Officer to lead the resolution of customer complaints received across channels. You will be the bank's focal point for efficient investigations, timely responses, and professional communication, ensuring compliance with defined standards.

The role offers growth within a dynamic, customer-centric team in Hong Kong. Ideal candidates hold a Diploma or higher, with 3+ years in complaint handling in retail banking, and fluency in Cantonese, English and

Qualifications

• Diploma or above.
• For Complaint Handling Manager, at least 3 years’ work experience in complaint handling.
• Solid experience and knowledge in retail banking, credit card and personal loans products and operations.
• Positive mindset and can-do spirit, doesn’t mind going extra steps.
• Get along with people well.
• Good command of spoken and written Cantonese, English and Mandarin.
• English and Chinese word processing.

Responsibilities

• Handle written and verbal complaints and ensure timely investigation and resolution according to predefined standards; log in system for clear recordkeeping.
• Provide premium service to complainants: ease of contact, sincere and professional attitude, prompt acknowledgment and reply, proper handling and clear communication.
• Collaborate closely with key stakeholders and maintain good working relationships.
• Work 5 days per week.

Skills

Cantonese

English

Mandarin

Education

Diploma or above

Job description

Complaint Handling Manager / Officer

Application Deadline: 31 December 2026

Department: Operations

Employment Type: Permanent - Full Time

Location: Hong Kong (SAR)

Description

About Mox

Mox is built by and for the ones who aspire to live life to the fullest – we call them Generation Mox! The name Mox reflects the endless opportunities we can create, - Mobile eXperience; Money eXperience; Money X (multiplier), eXponential growth, eXploration… it’s all up for us to define together.

Why Mox

Everything at Mox – from our products, features, to rewards – is designed based on customer research, tailor made for your needs. We care about what customers care about, especially in data security and privacy. Data ethics is core to everyone here at Mox. Mox rewards you with an array of banking and lifestyle benefits. Who says banking can’t be fun?

What we are looking for?

We are now looking for passionate individuals to join our Customer Care Team as Complaint Handling Manager / Officer. You will be the focal point for the Bank in managing the customer written / verbal complaints received from different channels.

It is a challenging and rewarding role. You will be part of our big family filled with young and energetic people. You will be equipped with the detailed product and campaign knowledge, and the skills to communicate effectively with our customers. You will contribute directly to the success of Mox by interacting and serving our customers.

Responsibilities

• To handle written/ verbal complaints and ensure timely investigation and resolution according to pre-defined standards, and timely logging in the system for clear and complete record purposes.
• Ensure premium service is provided to complainants in the following areas: ease of contact, sincere and professional attitude, prompt acknowledgment and reply, proper handling and clear communication.
• To work closely with key stakeholders and maintain good working relationship.
• 5-day work per week.

Requirements

• Diploma or above.
• For Complaint Handling Manager, at least 3 years’ work experience in complaint handling. Less experience will be considered as Complaint Handling Officer.
• Solid experience and knowledge in retail banking, credit card and personal loans products and operations.
• Positive mindset and can-do spirit, doesn’t mind going extra steps.
• Get along with people well.
• Good command of spoken and written Cantonese, English and Mandarin.
• English and Chinese word processing.