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Ping An Insurance Group · 上海市

# 投诉处理专员

上海市 

Listed on Ping An Insurance Group’s official careers site. Posted April 7, 2026. Check that it is still open and apply there.
[Apply on Ping An Insurance Group’s careers site →](https://talent.pingan.com/recruit/position.html?positionId=452B182331124E0982814AC20F9BA2C2)

[OpenNash Jobs](https://jobs.opennash.com/) / [Ping An Insurance Group](https://jobs.opennash.com/companies/ping-an-insurance/) / 投诉处理专员

## Job description

岗位职责
- 投诉全流程受理与处理 负责通过客服热线、监管转办、12315、黑猫投诉等全渠道客户投诉受理；严格按照公司投诉处理流程及监管要求，完成投诉登记、核实、跟进、协调、闭环全流程工作，确保投诉及时响应、高效处理，杜绝投诉超时未办结情况。
- 客户沟通及安抚 与投诉客户保持高效沟通，耐心倾听客户诉求，精准把控客户情绪，做好专业安抚与解释工作，避免投诉升级。 ​
- 监管投诉专项处理与报告撰写 专项对接人民银行、地方金融监管局、消费者协会等监管机构转办的投诉案件，严格遵循监管时限要求进行案件核查，完成监管投诉专项报告、情况说明、整改反馈报告等的撰写；配合监管部门的投诉核查、问询工作，及时提供完整投诉材料，保障监管沟通顺畅，确保投诉案件合规办结。
- 投诉数据统计与分析优化 建立投诉台账，精准统计、分类归档，包括投诉类型、投诉原因、处理时长、解决率、客户满意度、监管投诉占比等核心指标；定期输出投诉分析报告，深入剖析投诉高发问题、典型案例及根源，向业务、产品、技术等相关部门反馈问题，提出流程优化、产品改进、服务提升的可行性建议，推动投诉量持续下降，降低监管投诉发生率。 任职资格 1. 本科及以上学历 2. 1-3年及以上客户投诉处理、纠纷调解相关工作经验，有第三方支付、互联网金融、消费金融行业投诉处理相关经验者优先 3. 熟悉支付业务常见投诉场景及处理逻辑，掌握客户沟通技巧、情绪疏导方法；具备优秀的文字撰写与公文写作能力，能独立完成各类监管报告撰写 4. 具备较强的抗压能力、情绪管控能力；沟通表达清晰、逻辑思维严谨，责任心强；具备良好的团队协作精神；有较强的问题解决能力和应变能力；严守公司客户信息及业务机密，恪守职业道德

## At a glance
- Posted by the employer: Apr 7, 2026
- First seen by OpenNash: Oct 20, 2026
- Last checked: Oct 20, 2026
- Listed for: 196 days
- Location: 上海市[Apply on Ping An Insurance Group’s careers site →](https://talent.pingan.com/recruit/position.html?positionId=452B182331124E0982814AC20F9BA2C2)

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