Case Officer

Financial Dispute Resolution Centre

The Financial Dispute Resolution Centre (FDRC) is a non-profit making company limited by guarantee set up in 2011. It administers the Financial Dispute Resolution Scheme (FDRS) independently to assist the resolution of monetary disputes between financial institutions and their customers primarily by way of “Mediation First, Arbitration Next”. Please visit www.fdrc.org.hk for more information.

The FDRC is seeking a suitable person for the following position:

Case Officer

Key Responsibilities

• To provide frontline administrative support in the provision of FDRC mediation and arbitration services, including:
• Handling of telephone and walk-in enquiries
• Conducting interviews/briefings for enquirers, applicants and parties
• Gathering information and vetting claim applications
• Preparing letters, reports, case summaries and statistics
• Liaising with parties of mediation/arbitration cases
• Managing the mediation and arbitration process under FDRS
• To administer and maintain the database for enquiries, cases and mediators/arbitrators;
• Other ad-hoc duties as assigned from time to time.

Experience and Qualifications

• University degree or equivalent
• Relevant working experience, preferably in fields related to complaint handling, dispute resolution, legal services or financial services
• Completed training or accreditation in mediation and/or arbitration would be an advantage
• Strong communication and interpersonal skills
• High level of sincerity, maturity, self-motivation, organization and patience
• Ability to cope with pressure, tight deadlines and multi-tasks
• Proficiency in English and Chinese language (Putonghua and Cantonese preferred)
• Proficiency in office PC applications

Terms of employment

• Appointment on fixed contract terms
• Year-end discretionary bonus
• Medical benefits

Application

Application should be sent enclosing full curriculum vitae (including current and expected salaries).

The closing date for application is 10 September 2026.

Shortlisted applicants will be invited for a written test and interview at the FDRC.  Applicants not receiving any invitation within two months from the closing date may assume their applications unsuccessful.

Confidentiality of personal data

The FDRC will handle all applications received in strict confidence. All personal data and information collected will only be used for recruitment and appointment-related purposes.