WeLab Bank - Senior Officer, 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

Responsible for supporting the Complaint Management Manager in handling customer complaints, conducting thorough investigations, and driving continuous process improvements to enhance overall complaint management effectiveness and customer experience.

What you’ll do and what success looks like

• Support the Complaint Management Manager in all complaint-related matters, ensuring effective governance, compliance, and overall complaint handling standards.
• Handle end-to-end complaint cases received from all channels, including investigation, root cause analysis, and delivering fair, balanced, and timely compliant resolutions.
• Ensure all complaint cases are properly managed, documented, and responded to in accordance with regulatory requirements and internal policies.
• Utilize AI tools and digital solutions to enhance productivity, quality of investigation, and analytical capabilities.
• Work closely with internal stakeholders to facilitate accurate investigation and resolution, while maintaining effective communication throughout the process.
• Compile complaint reports, perform data analysis, identify trend leveraging AI tools. Ensure accurate complaint case logging, registration, and proper maintenance of records.

What we’re looking for

• Degree holder or above with minimum 3 years of customer service or complaint handling experience, preferably in banking or financial services
• Proficiency in spoken and written English and Chinese. Strong written communication skills with the ability to handle complaint responses professionally and clearly
• Familiarity with regulatory requirements (e.g. HKMA / SFC/ IA) is preferred
• Positive mindset with willingness to adopt and utilize AI tools and new technologies
• Strong analytical, investigation, and problem-solving skills. Experience in complaint reporting, data analysis, and process improvement is an advantage
• Able to work independently, manage multiple cases, and perform under pressure. Good interpersonal and communication skills with the ability to collaborate effectively across teams

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.