Analyst/ Associate, Customer Service Officer, Customer Centre, Group CSH, G at DBS Bank

Singapore, Singapore, Singapore -

Full Time

Start Date

Immediate

Expiry Date

05 Aug, 26

Salary

0.0

Posted On

08 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Communication Skills, Attention to Detail, Problem-Solving Skills, Data Confidentiality, Customer Service, Empathy Skills, Adaptability Skills, Time Management, Multi-Tasking, Microsoft Office, Banking Procedures, Regulations Knowledge, Positive Language, Emotional Control, Service Excellence, Digital Banking

Industry

Banking

Description

Role Overview: Responsible for delivering high quality one-stop service by addressing customers’ banking needs, resolving issues across all channels of communications, and promoting bank’s products and services the DBS Digital Way. This role demands excellent communication skills, attention to detail and a strong understanding of banking procedures and regulations. Key Responsibilities: To consistently meet and exceed the Customer Centre targets set (KPIs) without compromising quality of service delivery To ensure accuracy, timeliness and compliant for all customers’ requests. Utilize problem-solving skills to address and resolve customer complaints and concerns efficiently and professionally Data Confidentiality and Data Breach prevention. Strict compliance in maintaining customer’s information securely especially with the high accessibility to customer’s sensitive information like Identity, Address, income status, Account holdings, Account transactions, Contact details as a customer service officer Ability to handle wide suite of Banking products and services, especially in a highly stressful environment managing time sensitive request like Scams, Frauds, Complaints and Publicly Noticeable Incidents. To successfully cross-buy the Bank’s products and services 6. To successfully migrate customers to Bank’s digital platform by understanding customers’ wants and needs To adhere to professional standards of behavior & conduct in dealing with customers and fellow CSOs. Flexibility in work deployment when business needs arise. Ability to work a rotating shift schedule, including weekends and public holidays Support and protect the DBS brand by creating positive discussions in the social media community and to ensure message consistency across the different online platforms Support Operations in managing and resolving requests related to customers’ follow up and transactional request fulfilment and investigation. (Fulfilment Team) Requirements: A degree or diploma, experience in a Contact Centre or banking industry is preferred Good listening skills, Empathy skills and Adaptability skills Constantly thinking out of the box solution to assist customer and making banking joyful Patient, calm and passionate in championing service excellence Able to self-control emotionally and mentally in times when customer is demanding, difficult and insistent. Ability to use positive language to manage customer Ability to multi-task and handle different Banking systems Proficient in MS Office especially in Microsoft Word, Excel, Outlook Proficient Customer Centre IServe system Knowledge of industry-specific regulations and standards Location: DBS Asia Hub Job: Customer Service Schedule: Regular Employee Status: Full time DBS is more than a bank — we're shaping the future of finance and communities. With innovation at our core and impact in our DNA, we go beyond banking to build careers, relationships, and a better world. DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. Recognised for its global leadership, DBS has been named “World’s Best Bank” by Global Finance, “World’s Best Bank” by Euromoney and “Global Bank of the Year” by The Banker. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia” award by Global Finance for 15 consecutive years from 2009 to 2023. DBS provides a full range of services in consumer, SME and corporate banking. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets and is committed to building lasting relationships with customers. With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities.

Responsibilities

The role involves delivering high-quality customer service by addressing banking needs and resolving issues across various communication channels. Additionally, it includes promoting the bank's products and ensuring compliance with banking regulations.