Job Description

If you are looking to excel and make a difference, take a closer look at us\xe2\x80\xa6

Functional (job responsibilities)

• 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.
• Willing to learn and adapt to changes when they occur.
• 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 proactive, independent and able to work with minimal supervision.
• Must be able to carry out duties and responsibilities without fear or favor and in adherence to all relevant guidelines at all times.

Organizational (organizational responsibilities)

• Consistently protects and strive to protect the bank\xe2\x80\x99s interest and franchise without compromising the bank\xe2\x80\x99s culture, values and integrity.
• Have in-depth knowledge on HLB\xe2\x80\x99s service values and culture and realizing our vision through the following 5 pillars i.e., Our Vision, Our Mission, Our Brand Promise, Our Strategy & Our Values.
• Strive to excel and provide superior customer service, customer resolutions and experiences on behalf of our franchise and shareholders.

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.

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our \xe2\x80\x9cDigital at the Core\xe2\x80\x9d ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.

Realise your full potential at Hong Leong Bank by applying now.

Hong Leong Bank