Manager - Mediator/Complaint Handling

Leadingnation; Hong Kong; On-site; HKD 420,000 - 660,000; Full time

Job summary

Leadingnation in Hong Kong is seeking a qualified complaints handling professional to oversee investigations related to insurance and investment products, while coordinating with regulators and internal teams. The role requires strong communication, analytical thinking, and the ability to manage pressure in a fast-paced financial environment.

The candidate should have 4+ years in complaint handling or customer service within banking or financial services, with bilingual English and Chinese

Qualifications

• Degree holder or above.
• Minimum of 4 years of hands-on experience in complaint handling or customer service, preferably in the banking or financial industry.
• Sound knowledge of investment or insurance business and related compliance requirements.
• Good understanding of general banking products and operations.
• Ability to handle complaints independently, confidently, and with patience.
• Self-motivated with strong analytical, interpersonal, and communication skills.
• Positive attitude and ability to manage pressure effectively.
• Good command of both written and spoken English and Chinese (including Mandarin).

Responsibilities

• Handle customers' complaints related to insurance and investment products, and coordinate the handling of complaints related to other banking products referred by the regulators (e.g. HKMA, SFC and IA).
• Liaise with internal and external parties to conduct complaints investigation in accordance with relevant policies and regulations
• Communicate with the regulators on complaints cases and respond to their inquiries
• Identify areas for improvements and control weaknesses, and drive the implementation of corrective actions
• Review and update complaints handling policies and procedures, manuals etc.

Skills

Communication skills

Interpersonal skills

Analytical skills

Bilingual EN/CN

Education

Degree holder or above

Tools

Microsoft Office

Job description

• Degree holder or above
• Proficient in using Microsoft office applications
• Liaise with internal and external parties

Responsibilities

• Handle customers' complaints related to insurance and investment products, and coordinate the handling of complaints related to other banking products referred by the regulators (e.g. Hong Kong Monetary Authority, Securities and Futures Commission and Insurance Authority etc.)
• Liaise with internal and external parties to conduct complaints investigation in accordance with relevant policies and regulations
• Communicate with the regulators on complaints cases and respond to their inquiries
• Identify areas for improvements and control weaknesses, and drive the implementation of corrective actions
• Review and update complaints handling policies and procedures, manuals etc.

Requirements

• Degree holder or above
• Minimum of 4 years of hands-on experience in complaint handling or customer service, preferably in the banking or financial industry
• Sound knowledge of investment or insurance business and related compliance requirements
• Good understanding of general banking products and operations
• Ability to handle complaints independently, confidently, and with patience
• Self-motivated with strong analytical, interpersonal, and communication skills
• Positive attitude and ability to manage pressure effectively
• Good command of both written and spoken English and Chinese (including Mandarin)
• Proficient in using Microsoft office applications