Virtual Account Management Officer, Digital Banking (Internet Finance)

Industrial and Commercial Bank of China; Hong Kong; In loco; HKD 240.000 - 320.000; Tempo pieno

Descrizione del lavoro

Industrial and Commercial Bank of China (Asia) Limited (ICBC (Asia)) is seeking a Banking Complaint Handling professional in Hong Kong. The role focuses on end-to-end investigations, data review across voice, transactions, and logs, and coordinating with business units to resolve cases within required timelines.

Responsibilities include managing the central mailbox, supporting AML/KYC processes, and ensuring compliance with banking regulations.

Competenze

• Minimum 2 years of complaint handling experience in banking.
• Experience with account opening is preferred.
• Knowledge of KYC/CDD processes and AML/CTF regulations.
• Strong written and spoken Chinese and English

Mansioni

• Act as a Virtual account and complaint manager to contact customers and conduct end-to-end investigations.
• Manage the centralized department mailbox and prepare internal reports.
• Oversee online Virtual Account Management to ensure policy compliance.
• Review and approve new account applications per KYC/CDD and AML rules.
• Conduct periodic Account Annual Review (eKYC) for updated docs and risk.
• Perform Real-time and retrospective Blacklist Screening.
• Monitor account activity for fraud risk and apply prevention measures.
• Coordinate with internal stakeholders on KYC/CDD processes for regulatory compliance.
• Ensure adherence to AML/CTF regulations throughout operations.
• Handle front-line inquiries about online services and policies.
• Support related projects and ad-hoc tasks as assigned.

Conoscenze

Complaint handling

KYC/CDD

AML/CTF knowledge

Communication

Formazione

University degree

Descrizione del lavoro

Industrial and Commercial Bank of China (Asia) Limited (“ICBC (Asia)”) is the flagship of overseas business of Industrial and Commercial Bank of China Limited (“ICBC”) – currently the largest commercial bank in China, and it is one of the domestic systemically important banks (D-SIBs) in Hong Kong. Currently, ICBC (Asia) has 52 retail outlets (including 27 “Elite Club” Wealth Management Centres) in Hong Kong. It is engaged in commercial banking, investment banking and other financial services, including those of securities, insurance and funds, with a focus on commercial and retail banking as well as global market business. Chinese Mercantile Bank and ICBC Asset Management (Global) Company Limited, two wholly-owned subsidiaries of ICBC (Asia), specialize in Renminbi services in mainland China and ICBC’s global asset management business respectively.

Job Responsibilities

• Act as a Vitural account and complaint manager to contact customers based on needs, conduct end-to-end case investigations, and systematically review voice recordings, transaction records, and system logs.
• Manage the centralized department mailbox, prepare internal reports, and coordinate with various business units for investigations within the bank’s required turnaround time.
• Online Virtual Account Management: Oversee the administration of virtual accounts opened via digital channels, ensuring compliance with internal policies.
• Daily Account Approval: Review and approve new account applications in accordance with KYC/CDD and AML regulations.
• Account Annual Review (eKYC): Conduct periodic reviews of customer accounts to ensure updated documentation and risk assessment.
• Blacklist Screening: Perform real-time and retrospective screening against sanctions lists and internal/external blacklists.
• Account Risk & Anti-Fraud Management: Monitor and analyze suspicious account activities, implement fraud prevention measures, and elevate high-risk cases.
• Coordinate with internal stakeholders on KYC/CDD processes to ensure compliance with regulatory requirements.
• Ensure adherence to Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF) regulations.
• Handle enquiries from front-line staff regarding online services, online account policies, fraud alerts, and compliance procedures.
• Support projects & Manage related Operational Support and related ad-hoc projects as assigned.

Job Requirements

• University graduate
• Minimum 2 years of complaint handling experience in banking, candidate with account opening experience is highly perferred
• Demonstrate excellent communication, team coordination and time management skills, and ensure cases are followed up on time and fully complied with CDD policy.
• Knowledge of branch, KYC and CDD related operations
• Knowledge of the Bank’s regulations and policies; general banking practices, audit and compliance requirements, etc
• Good command of written and spoken Chinese and English with knowledge of Putonghua