Mediator

Responsibilities:

Handle customer complaints which are mainly related to the selling of investment and insurance products and other compliance concerned issues
Directly deal with the regulators (mainly the Hong Kong Monetary Authority and the Hong Kong Federation of Insurers) professionally, responsively and timely and be able to provide professional verbal / written response to the regulators
Conduct thorough investigation into complaints of the above nature strictly in accordance with internal and external guidelines
Liaise with internal and external parties for thorough investigation of the complaints and reply customers in a timely manner
Propose resolutions to complaints and ensure they are in line with the overall business strategic goals, particularly for optimizing the retention of existing customers
Analyze customer feedback and root causes of complaints, identify areas for improvement, and prepare reports and recommendations for enhancing service quality
Detect and raise if there is any compliance issue or non-compliance to bank policies and procedures in customer complaints
Support Southeast Asian affiliated companies to improve complaint management

Requirements:

Degree holder or above
At least 3 years hands on experience in complaint handling or customer service, preferably in the banking or financial industry
Sound knowledge in the investment or insurance business and the related compliance requirements would be an advantage
Fair knowledge of general banking products and operations
Able to handle complaints independently & confidently
Self-motivated, mature, patient and able to work under pressure
Good command of verbal and written English and Chinese
Proficient in Putonghua would be a definite advantage

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