Senior MPF Complaint Investigator

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

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.