Senior Banking Complaints & Resolution Manager

Industrial and Commercial Bank of China (Asia) Limited; Hong Kong; On-site; HKD 300,000 - 420,000; Full time

Job summary

Industrial and Commercial Bank of China (Asia) Limited in Hong Kong is seeking an experienced Complaints Specialist to manage and resolve customer complaints within banking operations. You will work closely with cross-functional teams to ensure timely, accurate investigations and resolutions.

The role requires a bachelor’s degree and at least four years in complaints handling or customer service in finance, with fluent Chinese and English.

Qualifications

• Bachelor’s degree or above.
• 4+ years of complaints handling or customer service in banking/financial services.
• Strong knowledge of banking products, services and regulations.
• Excellent communication and interpersonal skills.
• Detail-oriented with strong analytical and problem-solving abilities.
• Ability to work independently and in a team.
• Proficient in written and spoken Chinese and English.

Responsibilities

• Manage and resolve customer complaints in a timely and professional manner.
• Communicate effectively with customers to address concerns and provide solutions.
• Handle escalated complaints with sensitivity and empathy.
• Conduct thorough investigations into complaints, gathering relevant information and evidence.
• Collaborate with departments to resolve issues and prevent recurrence.
• Generate reports on complaint resolution metrics for management.
• Ensure compliance with regulations and company policies.
• Stay updated on industry best practices and related regulations.
• Assist in training employees on complaint management processes.
• Contribute to a positive team environment through collaboration.
• Perform other duties as assigned.

Skills

Communication

Interpersonal skills

Analytical thinking

Problem solving

Teamwork

Bilingual (Chinese & English)

Education

Bachelor degree or above

Job description

Industrial and Commercial Bank of China (Asia) Limited in Hong Kong is seeking an experienced Complaints Specialist to manage and resolve customer complaints within banking operations. You will work closely with cross-functional teams to ensure timely, accurate investigations and resolutions.

The role requires a bachelor’s degree and at least four years in complaints handling or customer service in finance, with fluent Chinese and English.