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Assistant Vice President, Complaints

Full-time
Senior (6-10 years)

Posted 

Technical Skills

  • Microsoft Excel
  • Microsoft Powerpoint

Job Description

Assistant Vice President, Complaints

Location: Hong Kong

Responsibilities

- Handle and resolve complaints
- Prepare and/ or review reply letter to complainant, referred parties or regulatory bodies
- Investigate the complaint� root cause, suggest every possibility remedial plan, discuss or negotiate the settlement plan with complainant
- Liaise with internal and external parties for thorough investigation of the complaints, propose resolutions to complaints and reply customers and/ or referred parties or regulators in a timely manner
- Assist to oversee the complaint handling activities conducted by various units
- Conduct data analysis and prepare regular complaint reports for management� review
- Prepare periodic report

Requirements

- Bachelor� Degree in business, marketing or related discipline
- 8+ years experience in banking or financial services industry is preferred
- Hands-on experience in handling complaint
- 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 and PowerPoint presentation preferred
- Candidates with less relevant experience would be considered for the position of Manager

Employment TypeFull-time
Career LevelSenior (6-10 years)
Education LevelBachelor
LanguageEnglish
China Construction BankFinancial Services, Retail and Commercial Banking

28/F, CCB Tower, 3 Connaught Road Central, Central, Hong Kong

directions_walk7 mins walk from Central Station