The Complaint Handling Team manages the complaint handling process, which comprises, inter alia, investigation and reporting, in the Bank. Key stakeholders include Front Office, Products, Legal, Compliance and relevant subject matter experts.
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.
Requirements
- Minimum of 7 years of experience in compliance, risk and controls or audit function, with experience in complaints 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.
Qualifications
- Tertiary level education.
- Chartered Accountant certification or Risk and Control certifications (e.g., CIA, CFE, CRMP) is a plus.
- Proficiency in English and Mandarin to liaise with Chinese-speaking stakeholders.
