Customer Experience Manager - Retail Lending

Responsibilities

• Manage customer experience, improving & optimizing customers’ interactions with business
• Manage Net Promoter Score within the department, driving relevant teams to address customers’ voice and enhancing customer experience
• Handle high impact complaints received from customers or referred by external parties
• Prepare replies to customer, ensuring accuracy in content, appropriateness in tone & manner and in line with “Treat Customer Fairly Charter”
• Identity root cause of the problems and identify areas for improvement
• Comply with all applicable regulations, rules and guidelines set by the regulators and the Bank
• Drive Call Centre’s productivity and provide advice to Call Centre agents on case handling
• Organize and handle ad hoc tasks/projects as assigned from time to time

Requirements

• University graduate, preferably major in English, business, finance or related discipline
• Minimum 5 years’ experience in customer service in banking sector
• Relevant HKIB qualification would be an advantage
• Hands on experience in handle verbal and written customer complaints with strong decision making
• Strong interpersonal and able to communicate effectively with internal or external parties
• Self-motivated, detail-oriented and able to work under pressure and overtime to meet tight project timeline
• Proficiency in MS Windows and Office
• Excellent spoken and written English and Chinese, Putonghua proficiency is an advantage

Personal data provided by job applicants will be used for recruitment purposes only and will be treated in accordance with the Bank's Personal Data Policy, which is available upon request. Applicants who are not invited for interviews within six weeks may consider their applications unsuccessful and the personal data collected will be destroyed after 1 year.