Senior Complaints & Regulatory Liaison Manager

Chiyu Banking Corporation Limited; Hong Kong; On-site; HKD 446,000 - 781,000; Full time

Job summary

Chiyu Banking Corporation Limited is seeking a qualified professional to manage customer complaints and regulatory issues. The role involves liaising with internal and external parties, investigating escalated cases, and ensuring actions comply with policies and regulator requirements.

The ideal candidate has 4–6 years in banking, excellent organizational and communication skills, and proficiency in MS Office and Chinese word processing. The position is full-time in Hong Kong Central area.

Qualifications

• University graduate in Economics, Finance or related discipline.
• 4-6 years’ relevant experience in banking/financial sector.
• Excellent organizational and analytic skills.
• Self-motivation with good interpersonal and communication skills.
• Proficient in MS Office applications and Chinese Word Processing.

Responsibilities

• Liaise with various internal and external parties for handling complaints in both routine and regulatory issues.
• Handle and investigate escalated customer complaints, including liaising directly with complainants to understand their concerns, explain investigation outcomes and facilitate appropriate resolutions.
• Enforce and monitor resolving actions are in compliance with policies and procedures.
• Analyze customer opinions and complaints, identify areas for enhancing service quality, and prepare reports and recommendations on the regulated business activities accordingly.
• Ensure related policies and procedures are aligning with local regulators’ requirements and business strategic goals.
• Depending on the experience and suitability, the successful candidate may also be appointed as complaints officer or deputy complaints officer of the bank.

Skills

Organizational skills

Analytical skills

Interpersonal skills

Communication skills

Education

Bachelor's degree in Economics or Finance

Tools

MS Office

Chinese Word Processing

Job description

Chiyu Banking Corporation Limited is seeking a qualified professional to manage customer complaints and regulatory issues. The role involves liaising with internal and external parties, investigating escalated cases, and ensuring actions comply with policies and regulator requirements.

The ideal candidate has 4–6 years in banking, excellent organizational and communication skills, and proficiency in MS Office and Chinese word processing. The position is full-time in Hong Kong Central area.