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Senior Officer (Member Protection and Services) – Customer Services

Mandatory Provident Fund Schemes Authority • Full Time • Ngau Tau Kok, Hong Kong, HK • 6d ago

The Job

Handle complicated enquiries and complaints in relation to MPF and ORSO issues/legislation;
Handle written enquiries and compile replies;
Supervise Officer(s) in handling general enquiries and complaints, ensuring provision of quality service to clients;
Monitor the processing of personal account and unclaimed benefits enquiries;
Support Managers and Assistant Managers in daily operation, including the administration of the hotline or enquiry counter;
Assist in performing IT system enhancements, compiling statistical reports and other administrative matters;
Provide training, guidance and coaching to Officers and Administrative Assistants; and
Perform other duties as assigned by the Management.

* The incumbent may be required to work on shift (including Saturdays).

The Person

A recognized degree, or equivalent;
At least four years of relevant experience in handling in-person or hotline enquiries and complaints, customer services, compliance, pension/retirement schemes or related fields, of which at least two years at Officer level or above, preferably gained from sizable or public organizations; and
Proficiency in Putonghua will be an advantage.
Good communication, interpersonal, organization and problem solving skills;
Customer-oriented, flexible and able to work independently as well as under pressure; and
Able to deal with the public effectively.

Remuneration Package
A competitive remuneration and benefits package including a discretionary performance-linked variable pay, annual leave, medical, dental and life insurance coverage, and MPF will be offered. All new appointments will be made on a two-year fixed-term contract initially prior to consideration for appointment on a non-fixed-term basis.

To Apply
Interested candidates are invited to submit an online application, by clicking the Apply Now button. The closing date for application is 8 June 2026. Applicants not contacted for follow-up within 3 months after the closing date for application may assume that their applications unsuccessful. Applications not selected for further processing may be considered for relevant openings in the future but their applications will not be retained for more than a period of two years after the closing date.

The information provided will be kept confidential and only be used for those purposes relating to your application. Please visit our website for the details of the MPFA’s Personal Information Collection Statement for Job Applicants at https://www.mpfa.org.hk/en/mpfa/joining-mpfa/job-vacancies/personal-information-collection-statement. MPFA is an equal opportunity employer and welcome applications from all qualified candidates.

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