Complaint Manager, Personal E-Business(Internet Finance)

Job Responsibilities

• Act as a complaint manager to contact customers based on needs, conduct end-to-end case investigations, systematically review voice recordings, transaction records, and system logs.
• Manage the centralized department mailbox, prepare internal reports and coordinate with various business units for investigations within the bank’s required turnaround time.
• Oversee eKYC account annual reviews, perform monitoring and follow up work on suspicious account opening and transaction activities.
• Coordinate and work with internal stakeholders on KYC/CDD process to ensure its compliance with regulatory requirements.
• Compliance with Anti Money Laundering and Counter Terrorist Financing Regulations (AML/CTF).
• Responsible to prepare User Requirement Specifications and conduct UAT for e-banking projects.
• Handle enquiries from front-line staff.
• Participate in banking activities and ad hoc projects/duties as assigned.

Job Requirements

• University graduate.
• Minimum 3 years of complaint handling experience in banking; candidate with account opening experience is highly preferred.
• Demonstrate excellent communication, team coordination and time management skills, and ensure cases are followed up on time and fully complied with CDD policy.
• Knowledge of branch, KYC and CDD related operations.
• Knowledge of the Bank’s regulations and policies; general banking practices, audit and compliance requirements, etc.
• Good command of written and spoken Chinese and English with knowledge of Putonghua.

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