Citibank

HK - GCB - Client Advocacy Manager

Citibank
Full Time
Central
Non-specified
Intermediate (3-6 years)
Bachelor
English, Cantonese, Mandarin (Putonghua)

Job Description

HK - GCB - Client Advocacy Manager

Location: APAC-HKG-Hong Kong-Hong Kong

  • Handle and resolve clients' verbal and written complaints from different channels
  • Conduct thorough investigation, ensure all complaints are handled professionally and settled within internal & external service standards
  • Ensure complaints are strictly adhered to the bank’s Complaint Handling Policy, related policies of regulatory bodies and Compliance & Control policies
  • Identify & highlight high impact areas from the complaint analysis & liaise with the concerned parties to drive for improvement

Qualifications

  • University graduate with major in Social Science or Business Administration
  • At least 5 years working experience in complaint handling or customer services, preferably from banking & finance industry 
  • Patient with excellent customer service attitude
  • Strong analytical, tactful interpersonal & presentation skills 
  • Excellent command of written & spoken English & Chinese (Cantonese & Putonghua)
  • Proficiency in the use of MS Word, Excel, and Powerpoint

Technical Skills

  • Complaint Handling
  • Compliance
  • Customer Service
  • Microsoft Excel
  • Microsoft Powerpoint
  • Microsoft Word