Bank - Manager, Complaint Handling

WeLab, a leading pan-Asian fintech platform, operates two digital banks (WeLab Bank and Bank Saqu) as well as multiple online financial services in Hong Kong, Mainland China, and Indonesia, with over 70 million individual users and over 700 enterprise customers. WeLab uses game-changing technology to help users access credit, save money, and enjoy their financial journey.  

At WeLab, we always put our people first. Embarking on a career with WeLab means being part of the driving force to make financial services accessible for everyone. In our flat and agile organization, you will get all the opportunities to make real impacts and deliver change. Most importantly, while you achieve greatness, we will ensure you have an amazing experience at WeLab 

Our team is energetic and passionate who can deliver and execute, and we are looking for intellectually curious, open-minded, and smart-working individuals who are just as passionate as we are about making financial services enjoyable. 

Join us to build a better financial future for everyone 

About You

• You're a go-getter with mad juggling skills (or multiple hats) who can thrive in a fast-paced, agile environment
• You enjoy doing purpose-led and meaningful work
• You have a strong thirst for knowledge and are driven to find solutions that don't exist yet
• You are comfortable with ambiguity and extremely resourceful (in your past life, you could've been a detective)
• You always find a way to get things done without sacrificing the quality of your work, integrity, and values
• No task is off limits for you
• You are humble and prioritize the success of the team over your own with an eagerness to help those around you
• You don't shy away from challenges and can bounce back from setbacks

About the role: 

The position reports to a Senior Manager of Customer Service Centre and will be primarily responsible for handling complaints and feedback.

What you'll do and what success looks like in this role 

• Case Management: Oversee and conduct thorough investigations into customer complaints received via calls, emails, Regulators and other communication channels. Ensure documentation and all issues are resolved promptly and satisfactorily. Liaise with relevant parties for thorough investigation of complaints & root cause analysis and reply to customers or regulators in a timely manner
• Process Improvement: Work closely with the operations and support teams to refine and enhance complaint handling procedures. Foster a collaborative environment to ensure smooth and efficient operations. Review customer complaints/feedback and internal workflows/procedures. Conduct service quality assessments to monitor internal service standards. Provide training/coaching to ensure members compliance with internal & external regulatory requirements and achievement of service excellence & KPIs;
• Compliance & Reporting: Ensure complaint handling meets legal, regulatory, and Bank; Regularly analyse complaint trends / feedback and to identify service gaps and follow with recommend feasible/practical service and system enhancement to meet/exceed customer expectations, to prepare regular reports for management and to comes up with an improvement plan.
  

What is required and what we're looking for 

• University graduate in translation/business discipline is preferred.
• Minimum 5 years of experience in customer service management, with a proven track record in complaint resolution. Experience in the banking industry
• Excellent communication with strong presentation skills with good command of English and Chinese is essential. 
• Strong presentation and interpersonal skills
• Proficient in common PC applications, such as MS Word, Excel and PowerPoint, etc.
  
• Less experience will also be considered as Assistant Manager

Perks and Benefits to enrich your experience at WeLab:

• Learning and development stipend - we value lifelong learning and believe the best way to invest in our employees is to encourage them to continue to learn
• Wellness and happiness – Numerous activities to let you focus on your physical and mental wellbeing. We allow flexible time offs to take care of personal matters and to enjoy time with family and friends
• Comfortable and positive work environment – Open plan office for easy collaboration and social with your colleagues, or branch out into your own thinking pods when needed, with FREE food and drinks for when you want to recharge
• Work smart, play hard – Connect with your colleagues over food and drinks at the stocked pantry, in the spacious social area with board games and a ping pong table, or over activities like hiking, yoga, badminton, etc.
• A big and contagious smile on everyone's face to make you happier :)

WeLab's Awards & Recognitions:

• Asia Banking Finance Retail Banking Awards: Virtual Bank of the Year - Hong Kong  
• CNBC Disruptor 50: the only Hong Kong-based company on the list 
• Financial Times Asia-Pacific High-Growth Companies: #2 in ranking  
• The Chinese University of Hong Kong "Corporate Innovation Index": #1 in ranking 

We offer a competitive salary package to the successful candidate. If you are interested in joining this exciting team, please apply with resume via the "Apply" button below.

All information provided by applicants will be used for recruitment purposes only. Information of unsuccessful applicants will be destroyed within 24 months of receipt.