Job description
Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join Hang Seng and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Hang Seng offers opportunities, support and rewards that will take you further.
Customer Propositions and Management
We are currently seeking a high calibre professional to join our team as Customer Relations Manager. reporting to Head of 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
- Prepare high-quality case update to senior management
- 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
- Proven experience 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; able to prepare high-quality write-up of case update for senior management’s review
- Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
https://www.linkedin.com/company/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.
Issued by Hang Seng Bank Limited