Manager, Complaints
China Construction Bank
Hong Kong
5天前

Main Responsibilities :

  • Handle and resolve complaints received from Complaint Hotline and other channels
  • Investigate the complaint's root cause, suggest every possibility remedial plan, discuss or negotiate the settlement plan with complainant
  • Reply complainant (either verbal or written) of our investigation result. If the complaint is substantial, need to negotiate with complainant regarding the compensation or resolution plan.
  • Prepare written reply to complainant and / or referred parties or regulatory bodies

  • Prepare monthly Complaint Report, analyse complaint trending and detailed described the referred case from regulatory bodies for management's review
  • Prepare periodic report DisplayQualifications("- University Graduate
  • Minimum 5 years relevant experience
  • Good product knowledge in Banking, Credit Card / Unsecured Personal Loan business, possess legal and compliance aspects will be an advantage
  • Excellent problem-solving skills, good team management skills, customer-oriented, and good interpersonal skills are preferred
  • Good command of spoken & written English & Chinese, and fluent Mandarin is a MUST
  • Proficiency in MS Excel, Word, Power Point & Visio Requirements : - University Graduate
  • Minimum 5 years relevant experience
  • Good product knowledge in Banking, Credit Card / Unsecured Personal Loan business, possess legal and compliance aspects will be an advantage
  • Excellent problem-solving skills, good team management skills, customer-oriented, and good interpersonal skills are preferred
  • Good command of spoken & written English & Chinese, and fluent Mandarin is a MUST
  • Proficiency in MS Excel, Word, Power Point & Visio
  • 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.

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