WeLab Bank - Senior Officer, Complaint Handling

Job description

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: Join our Complaint Management team and play a key role in enhancing customer experience and driving service excellence. This role offers valuable exposure to complaint investigation, stakeholder management, regulatory complaint handling, data analytics, and AI-enabled working practices within a dynamic financial services environment. What you’ll do and what success looks like: Support the Complaint Management Manager in complaint governance, regulatory compliance, and overall complaint handling effectiveness. Handle end-to-end customer complaints, including investigation, root cause analysis, and resolution. Prepare clear, professional, and timely responses to customers, regulators, and stakeholders. Ensure complaint handling complies with regulatory requirements, internal policies, and service standards. Collaborate with internal stakeholders to facilitate effective investigations and deliver fair customer outcomes. Analyze complaint data, identify trends, and recommend service improvements by leveraging AI tools and digital solutions. What we’re looking for: Higher Diploma or above, with at least 2-3 years of experience in complaint handling, customer service experience in banking or financial services is an advantage. Strong analytical, investigation, problem-solving, and critical thinking skills. Self-motivated, detail-oriented, and able to work independently in a fast-paced environment. Familiarity with complaint handling processes and financial services regulatory (HKMA / SFC / IA) requirements is an advantage. Positive and adaptable mindset with a willingness to learn and utilize AI tools and emerging technologies. 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.