Vice President, Complaints

Responsibilities

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

Requirements

• Bachelor’s Degree in Banking, Finance & Communications. Candidates who obtained professional qualifications in HKSI / IIQE / MFP will be an advantage
• 5+ years experience in 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 presentations, preferred

The ideal candidate will be customer-centric and have both a creative and commercial flair alongside the ability to develop measurables for all related initiatives.Average Salary: HK$30,000