WeLab Bank - Senior Officer, Complaint Handling (Fintech)

Location: Quarry Bay, Hong Kong

Company

hirify.global is a pan-Asian fintech platform operating digital banks and online financial services in Hong Kong, Mainland China, and Indonesia.

What you will do

• Support complaint governance, regulatory compliance, and complaint-handling effectiveness.
• Manage customer complaints end to end, including investigation, root cause analysis, and resolution.
• Prepare clear and timely responses for customers, regulators, and internal stakeholders.
• Collaborate across the organization to deliver effective investigations and fair customer outcomes.
• Analyze complaint data, identify trends, and recommend service improvements using AI tools and digital solutions.

Requirements

• Higher Diploma or above.
• At least 2–3 years of experience in complaint handling; banking or financial services customer service experience is advantageous.
• Strong analytical, investigation, problem-solving, and critical-thinking skills.
• Ability to work independently in a fast-paced environment with attention to detail and integrity.
• Familiarity with complaint-handling processes and HKMA, SFC, or IA regulatory requirements is advantageous.
• Positive, adaptable mindset and willingness to learn and use AI tools and emerging technologies.

Culture & Benefits

• Learning and development stipend supporting ongoing professional growth.
• Wellness activities and flexible time off for personal matters and family time.
• Open-plan office, thinking pods, free food and drinks, and collaborative social spaces.
• Team activities including hiking, yoga, badminton, board games, and table tennis.
• Competitive salary package.