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Manager - Mediator/Complaint Handling

Job No.: 494241
Employment Type: Full time
Departments: Legal & Compliance and Operational Risk Management Department
Job Functions: Customer Services, Legal, Quality Assurance, Compliance


  • Handle customers' complaints related to the insurance and investment products, and complaints related to other banking products referred by the regulators (e.g. Hong Kong Monetary Authority, Securities and Futures Commission and Insurance Authority etc.)
  • Liaise with internal and external parties to conduct complaints investigation in accordance with the internal and external policies and regulations
  • Deal with the regulators
  • Identify areas for improvements and prepare reports for enhancing service quality



  • 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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