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Investigative Analysis: Conduct thorough deep-dive reviews of client complaints. This includes analyzing transaction history, recorded lines, and email correspondence to reconstruct events accurately.
Stakeholder Collaboration: Partner with Customer Advocacy, Relationship Managers, Product teams, Branch staff to gather facts and determine if internal policies or regulatory requirements were breached.
Resolution & Communication: Draft formal investigation outcomes that are clear and professional. You will propose fair settlements or remedial actions where necessary.
Root Cause Identification: Identify recurring themes or systemic issues within the Wealth Management journey and recommend process improvements to prevent future complaints.
Regulatory Reporting: Ensure all cases are logged and closed within the strict timelines mandated by policies and guidelines
By investigating complaints thoroughly, the function ensures the firm remains compliant with regional
laws.
Preventing issues from escalating to public forums, social media, or external ombudsmen, which could
damage the brand's prestige.
Proper root cause assessment if there are systematic gaps.
Education/Qualification
Good understanding of wealth products (Bonds, Unit Trust, Structured Products, Foreign Exchange and Insurance).
Minimum Diploma or Undergraduate degree in Accounting/Banking/Investment/Finance or a related field from any recognized colleges or university.
Good command of English and Chinese (both oral and written)
Keen eye to details, highly motivated and result-driven
Excellent interpersonal skills, exceptional conflict resolution skills and the ability to remain calm under pressure.
Experience
5- 7 years’ experience in similar capacity, preferable in Banking or Wealth Management
Good understanding of wealth products (Bonds, Unit Trust, Structured Products, Foreign Exchange and Insurance).
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 “Digital at the Core” 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.