Senior Resolution Specialist, Financial Services

1 month ago


Hong Kong, Central and Western District, Hong Kong SAR China Manulife Full time

We are seeking a Senior Resolution Specialist to join our team in resolving customer complaints professionally and efficiently.

About the Role

In this role, you will be responsible for handling customer complaints in a prompt and thorough manner, conducting investigations, and rendering quality resolutions. You will also manage your time effectively to meet standard turnaround times and comply with company guidelines and regulatory requirements.

Responsibilities
  • Handle customer complaints in a professional and courteous manner
  • Conduct independent investigations and render quality resolutions to customers
  • Manage cases within standard turnaround times and comply with company guidelines and regulatory requirements
  • Work collaboratively with other departments to resolve cases and streamline workflow
  • Prepare management reports and handle ad hoc tasks and projects
Requirements

To be successful in this role, you will need:

  • University graduate in business, finance, or language studies
  • Good interpersonal and communication skills in verbal and written English and Chinese (including Mandarin)
  • Above 5 years' experience in complaint handling, preferably in financial institutions
  • Qualified license of IIQE Paper 1, 3, and 5
What We Offer

We offer a competitive salary and benefits package, as well as opportunities for growth and development. Our company is committed to fair recruitment, retention, advancement, and compensation, and we administer all our practices and programs without discrimination.

About Us

We are Manulife, a leading international financial services group that helps people make their decisions easier and lives better. With over 40,000 employees, we serve millions of customers worldwide. Our commitment to diversity, equity, and inclusion is at the heart of everything we do.



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