Job description
A Career with Hang Seng Bank
Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.
Customer Value Management
We are currently seeking a high calibre professional to join our department as Manager, Customer Relations.
Principal responsibilities
- Handle customer complaints related to retail banking products from all channels
- Directly deal with cases referred from regulators responsively and timely
- Conduct detailed and thorough investigation into complaints with internal and external parties independently and strictly in accordance with guidelines
- Propose resolutions to complaints and ensure they are in line with the overall business strategic goals
- Prepare investigation report, and provide verbal / written reply for customer complaints in a timely manner
- Analyze customer feedback and root causes of complaints, identify areas for improvement and recommendations for enhancing service quality
- Detect and raise if there is any compliance issue in customer complaints
Requirements
- University degree in a related discipline or relevant experience
- Minimum of five years' work experience including three years or more in complaint handling or has a good understanding of service excellence
- Previous experience in regulatory and/or financial institution is preferred
- Strong self-motivation with good communication, negotiation and interpersonal skills
- Strong driver role and ownership to deliver result within tight timeline
- Proficiency in both English and Chinese
- Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
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