The Role Responsibilities
To handle serious and sensitive written / verbal complaints and ensure timely investigation / resolution according to pre-defined standards, proper case resolution and case closure, and timely logging in the system for clear and complete record purposes.
To assist the team head in managing the team’s performance and offering coaching to ensure the following standards / requirements are met : Ensure all complaints have gone through proper and appropriate level of investigation, analysis, escalation and reflection, and if possible, rectification by applying the available resources / authority.
Ensure premium service is provided to complainants in the following areas : Ease of contact, Sincere and professional attitude, Prompt acknowledgment and reply (in accordance with Regulator’s requirement and pre-defined Service Standards), Proper handling (e.
g. offering reasonable and effective resolution) and Clear communication. Ensure that the resolution, which can be an apology and / or explanation and / or compensation, is appropriate to clients.
At the same time, censor all responses / letters to clients, ensuring that the relevant complaint issues are addressed and the letter contents comply with relevant criteria for the safeguarding of the Bank’s interests.
Identify potential threats, frauds and high impact / high risk cases that require immediate rectification / improvement and ensure that they are timely escalated to the relevant parties for actions and / or follow-up actions.
Identify business / improvement opportunities, escalate to relevant parties and assist with the design of preventive measures as appropriate.
To raise alert if similar complaints repeat significantly and / or suggest a developing trend or ineffectiveness of previous preventive actions.
To build team rapport and share good practices with own and other team members within Client Experience.
To ensure self-compliance and guide team members to comply with internal policies and external regulations.
To work closely with key stakeholders and maintain good working relationship.
Our Ideal Candidate
Have people management and complaint case handling experience. Preferred have regulator complaint case experience.
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