GENERAL DESCRIPTION
This position within the Complaint Handling (CH) department is responsible for performing complaints investigation in accordance with the CH framework, using a set of globally aligned methodologies, as well as location-specific reviews. The complaint handling team is responsible for addressing and resolving customer complaints effectively and efficiently. They ensure that all complaints are thoroughly investigated, documented, and resolved in compliance with regulatory requirements and the bank's policies and procedures. The team works closely with various departments and stakeholders to gather relevant information, analyze complaints, and provide appropriate solutions or remedies to customers. Additionally, the candidate is expected to provide coaching and training to staff being monitored to enable them to meet policy and procedure requirements.
MAIN DUTIES
- Conduct thorough and comprehensive complaint investigations, ensuring adherence to regulatory guidelines and internal policies.
- Analyse complaint data and identify trends, patterns, and areas for improvement.
- Collaborate with cross-functional teams, including front office, products, legal, compliance, and subject matter experts, to gather necessary information and insights.
- Develop and implement strategies to improve the complaint handling process and enhance customer satisfaction.
- Provide guidance and support to team members in resolving complex complaints and ensuring timely resolution.
- Prepare accurate and detailed reports on complaint investigations, including findings, recommendations, and actions taken.
- Stay updated on industry regulations and best practices related to complaint handling and investigation.
- Foster a culture of continuous improvement, promoting a customer-centric approach within the team.
- Proactively identify potential risks and escalate issues to senior management as appropriate.
- Maintain a high level of professionalism and confidentiality in handling sensitive customer complaints.
WORK EXPERIENCE REQUIREMENTS
- Minimum of 7 years of experience in compliance, risk and controls or audit function, with experience in investigation, preferably in wealth management.
- Strong knowledge of regulatory requirements and industry best practices related to complaint handling and investigation in the banking sector.
- Excellent problem-solving and analytical skills, with the ability to gather and interpret complex data.
- Exceptional attention to detail and accuracy in documenting complaint investigations and preparing reports.
- Advanced communication skills, both written and verbal, with the ability to effectively communicate complex information to stakeholders at all levels.
- Strong leadership abilities, with the capability to motivate and inspire team members.
- Ability to handle high-pressure situations and manage multiple priorities effectively.
- Sound judgment and decision-making skills, with the ability to assess risks and make appropriate recommendations.
- Strong interpersonal skills, with the ability to build and maintain relationships with internal and external stakeholders.
- Familiarity with digital channels and technology-driven complaint handling solutions is a plus.
EDUCATION REQUIREMENTS
- University degree or equivalent from a reputable institution
- Proficiency in English and Mandarin to liaise with Chinese-speaking stakeholders.
