Senior Executive, Complaint Investigation

Your Role:

- Handle inbound and outbound call activities in Contact Centre on MPF issue / eMPF related enquiries.

- Plan and suggest the strategy to deal with complicated and complaint cases.

- Execute the solution with call agents or may require calling the complainants.

- Other special tasks as assigned from Manager.

To Succeed Your Role:

- Degree holder or Diploma graduate in Business Administration, Finance, Pension Management, or a related discipline.

- At least 2 years of experience in the banking or financial services industry, with a minimum of 2 years' experience in customer service or a call center environment.

- Experience in MPF client servicing, including handling employer and member enquiries, with strong knowledge of MPF schemes and pension-related regulations, is highly preferred.

- Excellent communication, interpersonal, and presentation skills, with proven frontline customer service experience.

- Demonstrated ability to handle customer complaints, resolve complex issues, and manage demanding customer situations professionally.

- Familiarity with back-office systems and customer profile verification processes.

- Strong analytical and problem-solving skills with attention to detail.

- Proficient in both spoken and written English, Mandarin and Cantonese.

- Candidates with more extensive relevant experience may be considered for the position of Customer Care Supervisor.