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Job Description:

* Handle both inbound and outbound calls in relation to the pension fund members, employers and fund managers, and perform call monitoring for quality check
* Handle complaints and concerns of clients in a timely manner
* Liaise with clients to resolve client requests or enquiries and provide quality services to clients
* To handle the follow up requests and complaints from members, employers, fund managers, external trustees and authorities
* Prepare request and review user requirement for system enhancement
* Monitor and coordinate various UATs or project if necessary
* Suggest changes to procedures and streamline processes for efficiency gain due to system changes and legislative changes
* Lead the team and to monitor, motivate, coach and train the staff. Ensure all staff under supervisor is adhering to procedures and regulations
* Manage operational risk, including its identification, assessment, mitigation and control, loss identification and reporting
* Participate in various departmental projects and serve as cross support for other teams within Member Services as needed

Requirements:

-good understanding of pension or MPF knowledge
-2 years of call center experiences
-strong client services skills