Job ref no.: 495262 (CT3119747-01#2921)
Bank of China (Hong Kong) Limited

Senior Mediator (Investment & Insurance, Regulator-referred Complaints)

Bank of China (Hong Kong) Limited

Company Profile
  • 5-day week
  • Birthday leave
  • Compassionate leave
  • Competitive pay
  • Dental plan
  • Discretionary bonus
  • Education subsidies
  • Extra maternity leave
  • Extra paternity leave
  • Family medical plan
  • Housing allowance
  • Insurance plan
  • Marriage leave
  • Medical plan
  • K + 8 more

Job No.: 495262
Employment Type: Full time
Departments: Legal & Compliance and Operational Risk Management Department
Job Functions: Customer Service


  • Supervise mediators in handling customer complaints related to selling of investment and insurance products and other compliance issues, and handle complicated cases directly as required
  • Conduct thorough investigation into complaints of the above nature strictly in accordance with internal and external guidelines
  • Directly deal with the regulators (mainly the Hong Kong Monetary Authority, the Securities and Futures Commission, the Insurance Authority and the Hong Kong Federation of Insurers) professionally, responsively and timely
  • Investigate and accurately identify the root causes of complaints, propose resolutions which can take into account reputation and compliance risks and overall business strategic goals
  • Analyze customer feedback and root causes of complaints, identify areas for improvement, and prepare reports and recommendations for enhancing service quality
  • Detect and raise if there is any non-compliance to bank policies and procedures or regulatory requirements and liaise with internal departments for prompt rectification


  • University or above in Communication Studies, Business Administration or Finance disciplines, preferably with professional qualifications in HKSI / IIQE / MPF
  • At least 8 years hands on experience in complaint handling or customer service preferably in the banking / financial industry
  • Experience of leading a team with good track record
  • Sound knowledge of banking and investment products and solid experience in investigating insurance and investment complaints would be a definite advantage
  • Good writing, negotiation, analytical & problem solving skills
  • Self-motivated, creative and able to work independently
  • Proficiency in common PC applications, such as WORD, Excel and Powerpoint
  • Good command of verbal and written English and Chinese
  • Proficiency in Putonghua would be an advantage 

We offer competitive remuneration package and comprehensive fringe benefits including medical and life insurance, and different types of allowances to the right candidates. For details, please visit our website

To apply:

Data collected would be used for recruitment purposes only. Applicants who do not hear from us within 8 weeks may consider their application unsuccessful and their data will be destroyed within 24 months of receipt.

More job information
Job ref no. 495262 (CT3119747-01#2921)
  • N/A
Job Function
  • Central
Employment Term
  • Full-time
  • 8 years - 13 years
Career Level
  • Middle management level
  • Degree