• Respond and resolve the disputes in a timely and fair manner and create excellent customer relationships during the process and beyond.
• Provide customers with a contact point to a skilled, knowledgeable case officer who has the authority and delegation to act on behalf of the customers.
• Responsible for the acceptance, investigation, and timely resolution of complex complaints received.
• Ensure all telephone calls/emails and correspondence received are answered or responded to in a timely manner and all customer contact is recorded in the appropriate systems.
• Ensure all departmental service level agreements are met.
• Work effectively with the relevant business units to obtain required account information for the resolution of a case within agreed Service Level Agreement time frames.
• Responsible for identifying, analyzing and reporting on possibly serious systemic issues.
• Undertake process improvement related projects which are focused towards providing a seamless customer experience.
• Identify and report possible preventable complaints and ensure appropriate coaching is provided,
• Actively participate in mediation and conciliation of the complaint cases. Manage and minimize potential escalation of complaints to the media avoiding litigation.
• Participate in improvement initiatives and make pro-active constructive improvement recommendations.
  

• High Diploma or above
• At least 2+ years experience in customer service and written complaint handling, preferably from banking/finance/insurance industry 
• Strong command on English and Cantonese/Mandarin communication 
• Strong stakeholder management and team player 

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