Senior Manager - Senior Mediator/Complaint Handling

Bank Of China (Hong Kong) Limited Hong Kong

Posted 3 days ago Permanent Competitive

Responsibilities:

Handle customers' complaints related to insurance and investment products, and coordinate the handling of complaints related to other banking products referred by the regulators (e.g. Hong Kong Monetary Authority, Securities and Futures Commission and Insurance Authority etc.)
Liaise with internal and external parties to conduct complaints investigation in accordance with relevant policies and regulations
Communicate with the regulators on complaints cases and respond to their inquiries
Review customers' complaints handled by mediators and provide guidance on case handling
Identify areas for improvements and control weaknesses, and drive the implementation of corrective actions
Prepare compliance reports to senior management and the relevant committees on the analysis result of complaint cases
Assist superiors in management / daily work tasks
Review and update complaints handling policies and procedures, manuals etc.
Conduct training for staff on the requirements of complaints handling

Requirements:

Degree holder or above
Minimum of 6 years of hands-on experience in complaint handling or customer service is preferred, preferably in the banking or financial industry and including at least 2 years of supervisory experience
Sound knowledge of local regulatory requirements (including the HKMA SPM IC-4), investment and insurance business, sales processes, and related compliance requirements
Good understanding of general banking products and operations
Ability to handle complaints independently, confidently, and with patience
Self-motivated with strong analytical, interpersonal, and communication skills
Positive attitude and ability to manage pressure effectively
Good command of both written and spoken English and Chinese (including Mandarin)
Proficient in using Microsoft office applications

If you are applying for in-scope position(s) under the Mandatory Reference Checking Scheme (i.e., A role carrying out regulated activities licensed by the IA, SFC & MPFA), you are required to undergo the Mandatory Reference Checking. Our responsible recruiter will inform you the details of the MRC process and the requirements in due course. For details, please click here .

Job ID 500085

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