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Vice President, Complaints

Website China Construction Bank (Asia) Corporation Limited

Vice President, ComplaintsChina Construction Bank (Asia) Corporation Limited

Job Description

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

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