Officer, Generalist, Client Services, Small Medium Enterprises

DBS Bank; Mumbai City; Sur place; INR 400 000 - 800 000; Plein temps

Résumé du poste

An established industry player is seeking a dedicated Officer for Client Services in the Small Medium Enterprises sector. This role involves managing customer interactions, ensuring timely processing of transactions, and maximizing customer satisfaction. The ideal candidate will possess strong relationship management skills and a solid understanding of banking operations. Join a dynamic environment that values performance and recognizes achievements, where you can contribute to enhancing customer experiences and driving business growth. If you are passionate about customer service and banking, this opportunity is perfect for you.

Qualifications

• 2-3 years of customer service experience in banking or financial services.
• Good understanding of banking operations and processes.

Responsabilités

• Manage customer service for MSME clients ensuring best-in-class experience.
• Resolve customer concerns and complaints within committed timelines.

Connaissances

Customer Service

Relationship Management

Banking Operations

Sales Process Understanding

Interpersonal Skills

Emotional Intelligence

Formation

Graduate from reputed institutes

Post Graduate from reputed institutes

Outils

Cash Management Products

Trade Products

Description du poste

Job Description - Officer, Generalist, Client Services, Small Medium Enterprises (WD72851)

Job Purpose

• To manage customer service for MSME Clients.
• Ensure best-in-class customer experience, handhold customer for transactions, and closely work with operations to ensure timely processing of transactions.

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. 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 stakeholders towards superior service delivery.
• Coordinate with Trade Operations / Service Desk for all queries relating to L/C’s, Guarantees, Buyers Credit etc. and also on other Cash Backed Products.
• Ensure the customer transactions are processed by operations as per laid down operating procedures and with strict adherence to the laid down TATs.
• 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. 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 stakeholders towards superior service delivery.
• Coordinate with Trade Operations / Service Desk for all queries relating to L/C’s, Guarantees, Buyers Credit etc. and also on other Cash Backed Products.
• Ensure the customer transactions are processed by operations as per laid down operating procedures and with strict adherence to the laid down TATs.
• Comply with all internal process and compliance guidelines.

Requirements

• Minimum 2 to 3 years of customer service experience in banking / financial services industry.
• Prior experience in 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 communication skills.
• High Emotional Intelligence required to connect with and help customers. Ability to think aloud and empathise with customers.
• 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 is 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 relationships 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 Management, 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 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 & reducing 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.

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.