Principal responsibilities

• Handle customer complaints related to retail banking products from all channels
• Directly deal with high impact cases and complaints referred from regulators responsively and timely
• Conduct thorough investigation into complaints with internal and external parties strictly in accordance with guidelines
• Propose resolutions to complaints and ensure they are in line with the overall business strategic goals
• Provide verbal / written reply for customer complaints in a timely manner
• Analyze customer feedback and root causes of complaints, identify areas for improvement and recommendations for enhancing service quality
• Detect and raise if there is any compliance issue in customer complaints