Complaint Handling Manager

About Mox

Mox is built by and for the ones who aspire to live life to the fullest – we call them Generation Mox! The name Mox reflects the endless opportunities we can create, - Mobile eXperience; Money eXperience; Money X (multiplier), eXponential growth, eXploration… it’s all up for us to define together.

What are we looking for

We are now looking for passionate individuals to join our Risk and complaint team as Complaint Handling Manager. You will be the focal point for the Bank in managing the customer written /verbal complaints received from different channels.

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Responsibilities

  • To handle written/ verbal complaints and ensure timely investigation and resolution according to pre-defined standards, and timely logging in the system for clear and complete record purposes.

  • Co-ordinate between internal stakeholders such as Business / Marketing/Product/Tech/CS and Ops on case investigations.

  • To work closely with key stakeholders and maintain good working relationship.

  • For Complaint Handling Manager, at least 3 years’ work experience in complaint handling. Less experience will be considered as Complaint Handling Officer.

Requirements

  • Diploma or above.

  • Past experiences in complaint handling would be a must.

  • Past experience and knowledge in banking would be a plus.

  • Positive mindset and can-do spirit, doesn’t mind going extra steps.

  • Good command of spoken and written Cantonese, English and Mandarin.

  • English and Chinese word processing.