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Complaint Management Analyst- Financial Industry 20k

Job description

Responsibilities:

  • Respond and resolve the disputes in a timely and fair manner and create excellent customer relationships during the process and beyond.
  • Provide our customers with a contact point to a skilled, knowledgeable case officer who has the authority and delegation to act on behalf of the customers.
  • Responsible for the acceptance, investigation, and timely resolution of complex complaints received.
  • Ensure all telephone calls/emails and correspondence received are answered or responded to in a timely manner and all customer contact is recorded in the appropriate systems.
  • Ensure all departmental service level agreements are met.
  • Work effectively with the relevant business units to obtain required account information for the resolution of a case within agreed Service Level Agreement time frames.
  • Responsible for identifying, analyzing and reporting on possibly serious systemic issues.
  • Undertake process improvement related projects which are focused towards providing a seamless customer experience.
  • Identify and report possible preventable complaints and ensure appropriate coaching is provided,
  • Develop empathy and rapport with customers and set and meet customer expectations during the resolution of problems and complaints
  • Actively participate in mediation and conciliation of the complaint cases.
  • Manage and minimize potential escalation of complaints to the media avoiding litigation.
  • Participate in improvement initiatives and make pro-active constructive improvement recommendations.
  • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Contact Ms. Alexandra Leung at (852) 3103 4312 or APPLY NOW by clicking the button below.


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