Job ref no.: 495262
Bank of China (Hong Kong) Limited

Senior Mediator / Mediator (Complaint Handling)

Bank of China (Hong Kong) Limited

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


  • Handle customers' complaints related to the banking products and other compliance issues
  • Liaise with internal and external parties to conduct complaints investigation in accordance with the internal and external policies and regulations
  • Deal with the regulators (e.g. Hong Kong Monetary Authority, Securities and Futures Commission, Insurance Authority and the Hong Kong Federation of Insurers etc.)
  • Identify areas for improvements and prepare reports for enhancing service quality


  • Degree or above holder in Business Administration, Finance or Communications. Candidates obtained professional qualifications in HKSI / IIQE / MPF will be an advantage
  • 5-6 years' experience in complaint handling or customer services, preferably in the banking / financial industry
  • Sound knowledge of banking and investment products
  • Good negotiation, analytical & problem solving skills
  • Good command of both written and spoken English and Chinese. Fluent in Mandarin will be an advantage
  • Proficiency in using Micorsoft Office

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
Job Function
  • Central
Work Model
  • On-site
Employment Term
  • Full-time
  • 5 years - 6 years
Career Level
  • Non-management level
  • Degree
  • Master's degree