Manager - Mediator/Complaint Handling

Bank of China (Hong Kong); Hong Kong; On-site; HKD 360,000 - 480,000; Full time

Benefits offered by this job

Medical insurance

Life insurance

Allowances

Job summary

Bank of China (Hong Kong) is seeking an experienced complaints specialist to handle insurance and investment product complaints and coordinate the resolution of others referred by regulators. You will liaise with internal and external parties to conduct investigations in line with policies and regulations, and communicate with regulators on cases.

The role requires a degree or above, at least four years in complaint handling or customer service, solid knowledge of investment/insurance business

Qualifications

• Degree holder or above.
• Minimum of 4 years of hands-on experience in complaint handling or customer service.
• 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.

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.
• 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

Complaint handling

Customer service

English and Chinese

Interpersonal skills

Education

Degree holder or above

Tools

Microsoft Office

Job description

• 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.

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

We offer competitive remuneration package and comprehensive fringe benefits including medical and life insurance, and different types of allowances to the right candidates.

Data collected would be used for recruitment purposes only. Applicants who do not hear from us within 8 weeks may consider their application unsuccessful and their data will be destroyed within 12 months of receipt.