China Construction Bank (Asia) Corporation Limited

Vice President, Complaints

China Construction Bank (Asia) Corporation Limited

Job Highlights

  • Bachelor's Degree in Banking
  • 5+ years experience complaint handling
  • Excellent communication and influencing skills

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


  • 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.

More job information
Job Function
Work Model
  • On-site
Employment Term
  • Permanent
  • Full-time
  • 5 years - 10 years
Career Level
  • Middle management level
  • Degree