manager, client experience (6 months contract, 25-35k) in Hong Kong

posted
contact
eugenia tse, randstad hong kong
job type
temporary
salary
HK$ 25,000 - HK$ 35,000 per month

job details

posted
location
hong kong
specialism
banking & financial services
job type
temporary
working hours
Full-Time
salary
HK$ 25,000 - HK$ 35,000 per month
experience
3 years
reference number
91M0137770_1567653933
contact
eugenia tse, randstad hong kong

job description

KEY HIGHLIGHTS:

  • 6 months renewable contract
  • Multinational banking and financial services company
  • Client service position

RESPONSIBILITIES:

  • Ensure that complaints / client feedback are handled in a professional manner so as to recover client’s confidence in the Bank and where possible turn complaints into compliment; and to safeguard the Bank’s good image in the public.
  • Reinforce the Bank’s integrity and reputation.
  • Identify and escalate to senior management of relevant functions / businesses any potential threats, risks and areas for improvements so as to improve client experience, mitigate risks and enhance compliance.
  • To handle written complaints and verbal complaints referred from other departments and / or directly from clients.
  • To ensure timely investigation / resolution according to pre-defined standards, proper case resolution and case closure, and timely logging in the system for clear and complete record purposes. Offer guidance and coaching as appropriate.
  • Ensure all complaints have gone through proper and appropriate level of investigation, analysis, escalation and reflection, and if possible, rectification by applying the available resources / authority.
  • Ensure premium service is provided to complainants in the following areas: Ease of contact, Sincere and professional attitude, Prompt acknowledgment and reply (in accordance with Regulator’s requirement and pre-defined Service Standards), Proper handling (e.g. offering reasonable and effective resolution) and Clear communication.

REQUIREMENTS:

  • Client Experience / Client Services / Relationship Management (Frontline RM)
  • Knowledge of Corporate Actions / Settlements
  • Background of Bank, Custodian or Fund house
  • Complaints handling
  • Strong written and spoken English and Chinese
  • Assistant Manager title would be considered for candidates with less experience

For interested parties, please send your detailed resume together with current and expected salary or please contact Eugenia Tse @ 22323490. All personal data collected will be kept under strictly confidential and will be only used for recruitment purpose.

skills

client service; settlement; corporate actions; banking

qualification

Bachelor degree

educational requirements

Bachelor Degree