Deputy Manager to Senior Manager, Complaints Team
Join to apply for the Deputy Manager to Senior Manager, Complaints Team role at Industrial and Commercial Bank of China.
Job Overview
This role involves managing and resolving customer complaints efficiently, communicating effectively with clients, handling escalations with sensitivity, conducting thorough investigations, collaborating across departments, generating reports, ensuring compliance, and contributing to team training and environment.
Company Background
Industrial and Commercial Bank of China (Asia) Limited (“ICBC (Asia)”) is the flagship of ICBC’s overseas business, operating 52 retail outlets in Hong Kong, engaged in various financial services including banking, securities, insurance, and funds.
Job Responsibilities

Manage and resolve customer complaints promptly and professionally.
Communicate effectively with customers to address concerns and provide solutions.
Handle escalated complaints with sensitivity and empathy.
Conduct investigations into complaints, gathering relevant information and evidence.
Collaborate with departments to resolve issues and prevent recurrence.
Generate reports on complaint resolution metrics for management.
Ensure compliance with regulations and policies.
Stay updated on industry best practices and regulations.
Assist in training staff on complaint management.
Support team collaboration and a positive environment.

Job Requirements

Bachelor’s degree or above.
At least 4 years of experience in complaints handling or customer service in banking or finance.
Good knowledge of banking products, services, and regulations.
Excellent communication and interpersonal skills.
Detail-oriented with strong analytical skills.
Ability to work independently and in a team.
Proficiency in written and spoken Chinese and English.

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