Customer Experience Manager - Retail Lending

The Bank of East Asia, Limited; Hong Kong; On-site; HKD 300,000 - 420,000; Full time

Job summary

The Bank of East Asia, Limited in Hong Kong is seeking a customer experience professional to manage and optimize customer interactions across banking channels.

You will drive Net Promoter Score initiatives, address high impact complaints, ensure adherence to Treat Customer Fairly Charter, and collaborate with internal teams to improve service delivery while meeting regulatory requirements.

Qualifications

• Bachelor’s degree in English, business, finance or related field.
• Minimum 5 years’ customer service experience in banking.
• Conversant with HKIB qualifications is advantageous.
• Excellent spoken and written English and Chinese; Putonghua is a plus.

Responsibilities

• Manage customer experience across interactions and optimize touchpoints.
• Maintain Net Promoter Score and coordinate with teams to act on feedback.
• Handle high impact customer complaints from customers or referrals.
• Prepare accurate replies with appropriate tone in line with Treat Customer Fairly Charter.
• Identify root causes and propose process improvements.
• Ensure compliance with regulators and bank guidelines.
• Support Call Centre productivity and advise agents on case handling.
• Organize and lead ad hoc tasks/projects as assigned.

Skills

Customer service

Verbal communication

Written communication

Interpersonal skills

Problem solving

Attention to detail

Work under pressure

Overtime flexibility

Relationship management

English & Chinese proficiency

Education

Bachelor's degree

HKIB qualification

Tools

MS Windows and Office

Job description

Responsibilities

• Manage customer experience, improving & optimizing customers’ interactions with business
• Manage Net Promoter Score within the department, driving relevant teams to address customers’ voice and enhancing customer experience
• Handle high impact complaints received from customers or referred by external parties
• Prepare replies to customer, ensuring accuracy in content, appropriateness in tone & manner and in line with "Treat Customer Fairly Charter"
• Identity root cause of the problems and identify areas for improvement
• Comply with all applicable regulations, rules and guidelines set by the regulators and the Bank
• Drive Call Centre’s productivity and provide advice to Call Centre agents on case handling
• Organize and handle ad hoc tasks/projects as assigned from time to time

Requirements

• University graduate, preferably major in English, business, finance or related discipline
• Minimum 5 years’ experience in customer service in banking sector
• Relevant HKIB qualification would be an advantage
• Hands on experience in handle verbal and written customer complaints with strong decision making
• Strong interpersonal and able to communicate effectively with internal or external parties
• Self-motivated, detail-oriented and able to work under pressure and overtime to meet tight project timeline
• Proficiency in MS Windows and Office
• Excellent spoken and written English and Chinese, Putonghua proficiency is an advantage

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Job Function

• 銀行 · 金融服務 - 一般 · 其他

Education

• 學士