Senior Executive, Complaint Investigation

HTK; Hong Kong; On-site; HKD 201,000 - 335,000; Full time

Job summary

HTK is seeking a customer service professional to handle MPF-related inquiries in its contact centre. The role involves inbound/outbound calls, resolving complex complaints, and collaborating with agents to deliver solutions.

Ideal candidates hold a business/finance diploma or degree and have at least 2 years in banking or financial services, with frontline customer service experience across English, Mandarin and Cantonese. Training and career growth possible.

Qualifications

• Degree holder or Diploma graduate in Business Administration, Finance, Pension Management or related discipline.
• At least 2 years in banking/financial services, with a minimum of 2 years in customer service/call center.
• Experienced in MPF client servicing, including employer and member enquiries; knowledge of MPF schemes and pension regulations is highly preferred.
• Excellent communication, interpersonal and presentation skills, with frontline customer service experience.
• Demonstrated ability to handle customer complaints, resolve complex issues and manage demanding situations professionally.
• Familiarity with back-office systems and customer profile verification processes.
• Strong analytical and problem-solving skills with attention to detail.
• Proficient in English, Mandarin and Cantonese (spoken and written).
• Candidates with more extensive relevant experience may be considered for Customer Care Supervisor.

Responsibilities

• Handle inbound and outbound call activities in Contact Centre on MPF issue/eMPF related enquiries.
• Plan and suggest strategies to deal with complicated and complaint cases.
• Execute resolutions with call agents or may require calling the complainants.
• Other special tasks as assigned by the Manager.

Skills

Communication skills

Interpersonal skills

Presentation skills

Analytical thinking

Attention to detail

Customer service

Back-office systems

Language proficiency

Education

Bachelor or Diploma in Business

Diploma in Finance

Pension management

Tools

Back-office systems

Job description

YourRole:

• HandleinboundandoutboundcallactivitiesinContactCentreonMPFissue/eMPFrelatedenquiries.
• Planandsuggestthestrategytodealwithcomplicatedandcomplaintcases.
• Executethesolutionwithcallagentsormayrequirecallingthecomplainants.
• Other special tasks as assigned from Manager.

ToSucceedYourRole:

• DegreeholderorDiplomagraduateinBusinessAdministration,Finance,PensionManagement,orarelateddiscipline.
• Atleast2yearsofexperienceinthebankingorfinancialservicesindustry,withaminimumof2years'experienceincustomerserviceoracallcenterenvironment.
• ExperienceinMPFclientservicing,includinghandlingemployerandmemberenquiries,withstrongknowledgeofMPFschemesandpension-relatedregulations,ishighlypreferred.
• Excellentcommunication,interpersonal,andpresentationskills,withprovenfrontlinecustomerserviceexperience.
• Demonstratedabilitytohandlecustomercomplaints,resolvecomplexissues,andmanagedemandingcustomersituationsprofessionally.
• Familiaritywithback-officesystemsandcustomerprofileverificationprocesses.
• Stronganalyticalandproblem-solvingskillswithattentiontodetail.
• ProficientinbothspokenandwrittenEnglish,MandarinandCantonese.
• CandidateswithmoreextensiverelevantexperiencemaybeconsideredforthepositionofCustomerCareSupervisor.