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Complaint Management Manager (Fintech)

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A leading Chinese Fintech is looking for a Complaint Management Manager (Investment & Insurance) to join their growing team! We are keen to speak to candidates with 5+ years of customer service and Complaint Management experiences, knowledgeable in investment and insurance products, and must have passed HKSI paper 1, 7, 8. Fluency in spoken and written Chinese, Cantonese, and English is required.


  • Handle inbound and outbound calls, and resolve customer enquiries, transactions and requests on investment products and services related.
  • Support transactions investigation and assess the complaint allegations competently, diligently, fairly and promptly.
  • Follow up verbal and written reply letter to complainant / regulator.
  • Cooperate with other teams and team members to ensure timely resolution of customer requests and problems.
  • Escalate issues as appropriate and ensure accuracy and compliance of all requests to be completed with good quality standards.
  • Provide support to management and recommend productivity / service improvement.
  • Support ad-hoc tasks of business needs, such as support BCP service.


  • Graduated in Finance / Business or relevant discipline.
  • 5-8 years of customer service experience in relation to investment funds, candidates with less experience but has good potential and qualifications will also be considered.
  • Experience in wealth management products preferred.
  • Passed HKSI paper 1,7,8.
  • Excellent telephone manner and service attitude with good interpersonal skills and able to follow through on commitments to customers.
  • Fluency in Mandarin, Cantonese and English and ability to read and write in Chinese and English is essential.

Contract Type: FULL_TIME

Specialism: Financial Services

Focus: Operations

Industry: Banking

Salary: Negotiable

Workplace Type: On-site

Experience Level: Mid Management

Location: Causeway Bay

Job Reference: 4J8EM6-B6B5D794

Date posted: 21 May 2024

Consultant: June Kwong

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