Analyst, Client Services

DBS Bank; Hyderabad; On-site; INR 700,000 - 900,000; Full time

Job summary

DBS India is seeking a customer service professional for SME clients to ensure best-in-class service and smooth transactions. The role involves engaging with NTB SME relationships, resolving customer issues, and coordinating with Trade Operations and Service Desk for queries related to L/Cs, guarantees, buyers credits, and other cash-backed products.

You will work closely with relationship groups, Operations, and Product teams to deliver superior service and support branch growth while adhering

Qualifications

• 2-3 years of customer service experience in banking/financial services.
• Experience in banking is preferred and advantageous.
• KYC and RBI guidelines knowledge is beneficial.

Responsibilities

• Engage NTB SME relationships in a timely manner to deepen wallet share and activation.
• Report Suspicious Transactions to regional head and head customer experience.
• Maintain Top Of the Class service standards in all client interactions.
• Possess strong knowledge of Cash Management and Trade Products; understand banking operations.
• Resolve customer concerns and complaints within committed timelines.
• Manage face-to-face interactions with walk-in customers and initiate telephonic follow-ups.

Skills

Customer service

Relationship management

Interpersonal skills

Communication skills

Problem solving

Education

Graduate / Post Graduate

Job description

Job Purpose

• To Manage customer service for MSME Clients
• Ensure Best in class customer experience, handhold customer for transaction and closely work with operations to ensure timely processing of transaction

Key Accountabilities

• Ensure NTB relationships of SME are engaged in a timely manner which will deepen wallet share & ensure quick activation.
• Report all Suspicious Transactions to regional head and head customer experience
• Maximise customer satisfaction, retention and cross sell opportunities by maintaining Top Of the Class” service standards in all client interactions (both internal clients and external clients).
• Maintain high level of knowledge across Cash Management Products, Trade Products. Is expected to possess a good understanding of banking operating modules and should also be well versed with FEMA guidelines.
• Ensure customer concerns and complaints are satisfactorily resolved within the committed timelines.
• Responsible for managing face to face interactions with walk-in customers at the counter and initiate telephonic interactions with other key influencers and stake holders towards superior service delivery.
• Coordinate with Trade Operations / Service Desk for all queries relating to L/C’s, Guarantees, Buyers Credit etc.. and so also on other Cash Backed Products.
• Ensure the customer transactions as processed by operations as per laid down operating procedures and with strict adherence to the laid down TAT’s.
• Comply with all internal process and compliance guidelines

Job Duties & responsibilities

• Ensure NTB relationships of SME are engaged in a timely manner which will deepen wallet share & ensure quick activation.
• Report all Suspicious Transactions to regional head and head customer experience
• Maximise customer satisfaction, retention and cross sell opportunities by maintaining “Top Of the Class” service standards in all client interactions (both internal clients and external clients).
• Maintain high level of knowledge across Cash Management Products, Trade Products. Is expected to possess a good understanding of banking operating modules and should also be well versed with FEMA guidelines.
• Ensure customer concerns and complaints are satisfactorily resolved within the committed timelines.
• Responsible for managing face to face interactions with walk-in customers at the counter and initiate telephonic interactions with other key influencers and stake holders towards superior service delivery.
• Coordinate with Trade Operations / Service Desk for all queries relating to L/C’s, Guarantees, Buyers Credit etc.. and so also on other Cash Backed Products.
• Ensure the customer transactions as processed by operations as per laid down operating procedures and with strict adherence to the laid down TAT’s.
• Comply with all internal process and compliance guidelines.

Requirements

• Minimum 2 to 3 years of customer’s service experience in banking / financial services industry
• Prior experience of banking and financial services will be preferable and an added advantage.

Education / Preferred Qualifications

• Graduate / Post Graduates from Reputed Institutes

Core Competencies

• Be a self starter and a Go getter.
• Good understanding of the sales process, sound technical knowledge of Banking Operations and Processes.
• Good customer and relationship management skills.
• Good interpersonal and communications skills.
• Good problem solving, planning & organising skills.
• High Emotional Intelligence required to connect with and help customers. Ability to think aloud and empathise with customers.

Technical Competencies

• Sound understanding of cash management & trade products and associated technology platforms and operational procedures.
• Understanding of regulatory guidelines on banking by RBI (local regulations in India) and local laws and regulations that impact businesses in general. Understanding of KYC requirements are critical.
• Knowledge of financial markets and products to assist in meaningful dialogue with clients.
• Strong understanding of KYC requirements and Anti money laundering policies.

Work Relationship

• Possess good working relationship and a high degree of team spirit and cooperation with relationship groups, viz., RMs as well as service partners in the bank such as Product Mgt, Operations, Finance, Legal etc, so as to ensure seamless delivery of products to our clients and business growth and smooth functioning of the branch as a whole.
• Establish rapport with our corporate clients so as to win their business, confidence and trust.
• Work closely with Sales and Product teams in India.

DBS India - Culture & Behaviors

• Drive Performance Through Value Based Propositions
• Ensure Customer Focus by Delighting Customers & Reduce Complaints
• Build Pride and Passion to Protect, Maintain and Enhance DBS’ Reputation
• Enhance Knowledge Base, Build Skill Sets & Develop Competencies
• Invest in Team Building & Motivation through Ideation & Innovation
• Execute at Speed While Maintaining Error Free Operations
• Develop a Passion for Performance to Grow Talent Pool
• Maintain the Highest Standards of Honesty and Integrity