Complaints Resolution Lead - Banking

Mox Bank

Hong Kong

On-site

HKD 350,000 - 540,000

Full time

14 days+

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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.