Mediator (Complaints Handling)

  • Competitive
  • Hong Kong Hong Kong Hong Kong HK
  • Permanent, Full time
  • Bank Of China (Hong Kong) Limited
  • 06 Aug 18 2018-08-06

Mediator (Complaints Handling)


  • Handle customer complaints which are mainly related to the selling of investment and insurance products and other compliance concerned issues
  • Directly deal with the regulators (mainly the Hong Kong Monetary Authority and the Hong Kong Federation of Insurers) professionally, responsively and timely and be able to provide professional verbal / written response to the regulators
  • Conduct thorough investigation into complaints of the above nature strictly in accordance with internal and external guidelines
  • Liaise with internal and external parties for thorough investigation of the complaints and reply customers in a timely manner
  • Propose resolutions to complaints and ensure they are in line with the overall business strategic goals, particularly for optimizing the retention of existing customers
  • Analyze customer feedback and root causes of complaints, identify areas for improvement, and prepare reports and recommendations for enhancing service quality
  • Detect and raise if there is any compliance issue or non-compliance to bank policies and procedures in customer complaints¬†


  • Degree holder or above in Business Administration, Finance or Communications disciplines, preferably with professional qualifications in HKSI / IIQE / MPF
  • At least 4 years hands on experience in complaint handling or customer service, preferably in the banking or financial industry
  • Sound knowledge in the investment or insurance business and the related compliance requirements would be an advantage
  • Fair knowledge of general banking products and operations
  • Good negotiation, analytical & problem solving skills
  • Able to handle complaints independently & confidently
  • Self-motivated, mature, patient and able to work under pressure
  • Proficient in common PC applications, such as WORD, Excel & Chinese word-processing
  • Good command of verbal and written English and Chinese
  • Proficient in Putonghua would be a definite advantage

We offer competitive remuneration package and comprehensive fringe benefits including medical and life insurance, and different types of allowances to the right candidates.

Data collected would be used for recruitment purposes only. Applicants who do not hear from us within 8 weeks may consider their application unsuccessful and their data will be destroyed within 24 months of receipt.