- Handle and manage complaints, its resolutions and prevention of a recurrence of the same complaints. - To ensure investigations are carried out thoroughly, by liaising with the respective stakeholders and the complainant, to obtain all necessary information to initiate investigations and to conclusively resolved complaints with no recurrence of the same issue. - Ensure customer satisfaction is achieved through policies and procedures with the aim of providing prompt and quality end to end resolution. - Adherence of the Complaints standard operating procedure (SOP) at all times, in the day-to-day duties and operations of the Customer Advocacy Unit. - Adherence to ALL policies, procedures and guidelines (internal & external) without breaching any of them in the day to day of managing complaints. - Ensure all Key Performance Indexes (individual as well as department) are met i.e., service levels, timelines, turnaround time, customer satisfaction, service level agreements with stakeholders. - Identifying areas where processes can be simplified and engaging with the respective Stakeholders, Businesses, Product Owners and providing suggestions to improve products and services offered and to provide excellent experiences to customers. - Ensure 95% or more complaints are manage and resolved within the bank without the complainant having to escalate cases to Bank Negara, Ombudsmen of Financial Services or any other authority bodies. - Ability to multitask i.e., apart from managing complaints, must have the ability to manage other special tasks, process improvement projects and the like. Managerial (team/group responsibilities) - To be an overall Service Champion - Apart from providing excellent customer service at all times, must also possess the mindset in providing and driving excellent management of customer complaints and resolutions and meeting of the bank\xe2\x80\x99s goals and values. - Must be an excellent team player in building a cohesive working environment with fellow colleagues and stakeholders and in achieving the departmental, individual goals and all key performance indexes. - Excellent interpersonal skills and able to communicate well with colleagues of all levels in the bank. - Able to discern and ability to understand the multi-nature/types and aspects of simplex and complex challenges of complaints management and to identify the best resolutions to them. - Must be able to carry out duties and responsibilities without fear or favor and in adherence to all relevant guidelines at all times. Education/Qualification - Possess a degree in Business Admin, Sociology, Hospitality, Communication or any degree related to the service industry. Experience - Relevant experience in Complaint Management, Service Recovery Management and Customer Servicing. - Ability to speak clearly and concisely, convey complex or technical information in a manner that others can understand as well as the ability to understand and interpret complex information from others. - Good customer service and problem resolution skills. Reasonable knowledge of banking products and customer service skills. Special Skills - Good service and problem resolution skills. - Good listener and the ability to negotiate. - Behavioral skills \xe2\x80\x93 adaptable to accept change and feedback and good manners. - Excellent written and verbal communication skills. - Ability to speak multiple Malaysian languages is an added advantage.
Hong Leong Bank (\xe2\x80\x9cHLB\xe2\x80\x9d) stands proudly as a leading financial services institution based in Malaysia, providing a wide range of comprehensive and innovative financial solutions across the region. These services are delivered through both digital and traditional means, via online and mobile banking, as well as our digital branch concept to provide customers with an efficient and seamless experience aided by technology. As the service and financial landscape changes rapidly with the ever-increasing use of technology, staying attuned to customers needs and desires becomes even more critical to HLB\xe2\x80\x99s operations. To stay ahead of these dynamic changes, the Bank has adopted the approach of reimagining banking by embedding digital considerations and customer centricity in every aspect of our operations, from products and services as well as customer care and engagement. HLB\xe2\x80\x99s ethos of being Digital-At-The-Core powered by customers-at-the-forefront will continue to lead us to innovate offerings in line with our aspiration of being a highly digital and innovative financial services organization.
Bachelor\'s or Equivalent