Assistant Business Control Manager - Channel & Transaction Management

Accounting / Audit • Full Time • Hong Kong, HK • 14h ago

Responsibilities

Assist department’s Designated Complaint Officer to resolve complaint customers in both verbal and written manner to regain customers’ confidence in the Bank
Assist department’s Designated Complaint Officer to settle both internal and external customer enquiries including internal / external audit, HKMA, HKAB and / or regulatory bodies
Explore new solutions to resolve customers’ usage problems and technical issues
Identify and liaise with relevant parties to rectify system performance issues at early stage as well as provide non-monetary solutions for complaint customers when appropriate in order to minimize financial loss
Review the cases shared by the appointed vendor for digital banking fraud monitoring and take necessary preventive actions
Conduct regular reviews of digital and platform security tips and arrange email notification to educate customers with the latest security information
Prepare the self- assessment / control reports for management review
Conduct testing and monitoring the test result of rules and parameter setting in Fraud Monitoring System
Collect customer feedback and opinions as well as complaints on existing systems, services and business / operation processes to explore opportunities to perfect various channels and for further enhancement and streamlining
Compile complaint analytics on performance against internal standards
Assist to prepare ad-hoc and monthly reports of customer complaints and production issues
Co-ordinate among different sections within department / other functional units / branches in the course of investigation and / or review of fraud, non-compliance and operational risk incidents
Liaise with IT Department and / or internal operation / business units upon receipt of customer voice

Requirements

University graduate preferably in Finance, Business or related discipline
Ideally over 3 years’ experience in banking or financial sector
Experience in customer-facing role is a must
Good command of detection and analytical mind
Good negotiation, communication and interpersonal skills
Able to work under pressure and independently, with a strong growth mindset
Positive to accept challenges
Good understanding in banking products and services
Good command of both spoken and written English and Chinese, fluent in Putonghua is preferable
Proficient in Microsoft Word, Excel and PowerPoint
Able to keep abreast of the trend in the industry, e.g. digital fraud activities

Personal data provided by job applicants will be used for recruitment purposes only and will be treated in accordance with the Bank's Personal Information Collection (Employees) Statement and Privacy Policy Statement. 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.

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