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Senior Mediator / Mediator

Job No.: 495262
Employment Type: Full time
Departments: Legal & Compliance and Operational Risk Management Department
Job Functions: Customer Service, Compliance, Legal

Responsibilities:

  • Supervise mediators in handling customers' complaints related to the banking products and other compliance issues
  • Liaise with internal and external parties to conduct complaints investigation in accordance with the internal and external policies and regulations
  • Deal with the regulators (e.g. Hong Kong Monetary Authority, Securities and Futures Commission, Insurance Authority and the Hong Kong Federation of Insurers etc.)
  • Identify areas for improvements and prepare reports for enhancing service quality

Requirements:

  • Degree or above holder in Business Administration, Finance or Communications. Candidates obtained professional qualifications in HKSI / IIQE / MPF will be an advantage
  • 5-6 years' experience in complaint handling or customer services, preferably in the banking / financial industry
  • Sound knowledge of banking and investment products
  • Good negotiation, analytical & problem solving skills
  • Good command of both written and spoken English and Chinese (including Mandarin)
  • Proficiency in using Microsoft office
  • Candidates with less experience will be considered as Mediator

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