Vice President, Complaints

Main Responsibilities:

• Handle and resolve customer complaints related to banking from all channels
• Prepare and/ or review reply letter to complainant, referred parties or regulatory bodies
• Investigate the complaint's root cause, suggest every possibility remedial plan, discuss or negotiate the settlement plan with complainant
• Liaise with internal and external parties for thorough investigation of the complaints, propose resolutions to settle the complaints amicably and reply customers and/ or referred parties or regulators in a timely manner
• Prepare complaint or statistic reports for management's oversight

Requirements:

• Bachelor's Degree in Banking, Finance & Communications. Candidates obtained professional qualifications in HKSI / IIQE / MFP will be an advantage
• 5+ years experience complaint handling or customer services, preferably in the banking industry
• Able to handle complaints independently & confidently
• Comprehensive knowledge of customer experience best practices, operations and supporting systems
• Strong organizational and time management skills
• Excellent communication and influencing skills
• Well-versed in Excel & PowerPoint presentation preferred

Applicants who are not contacted within 8 weeks may consider their applications unsuccessful and their personal data will be retained by the bank for a period up to two years.

All information provided by applicants will be used for recruitment purposes only and will be used strictly in accordance with the bank’s personal data policies, a copy of which will be provided upon request.