Analyst/ Associate, Customer Service Officer, Customer Centre, Consumer Banking Group Operations

300005 Chief Executive's Office_00002555; Singapore; On-site; SGD 30,000 - 50,000; Full time

Job summary

A prominent banking institution seeks an Analyst/Associate for Customer Service in Singapore. The role focuses on delivering high-quality service to meet customer banking needs, while also managing complaints and promoting digital solutions. Candidates should possess a relevant degree and strong communication skills, with a preference for experience in banking or contact centres. This position entails interaction with customers across various channels, ensuring compliance and excellence in service delivery.

Qualifications

• Experience in a contact centre or banking industry preferred.
• Proficient in professional email servicing writing.
• Knowledge of industry-specific regulations and standards.

Responsibilities

• Meet and exceed Customer Centre targets set (KPIs).
• Ensure accuracy and compliance for all customers’ requests.
• Handle wide suite of banking products and services.
• Cross-sell the bank’s products and services.
• Support operations in resolving request fulfilment.

Skills

Good listening skills

Empathy

Adaptability

Problem-solving

Communication

Multi-tasking

Education

Degree or diploma

Job description

Analyst/Associate, Customer Service Officer, Customer Centre, Consumer Banking Group Operations (240000BU)

Responsible for delivering high‑quality one‑stop service by addressing customers’ banking needs, resolving issues across all channels of communication, and promoting the 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.

Responsibilities

• Consistently meet and exceed the Customer Centre targets set (KPIs) without compromising the quality of service delivery.
• Ensure accuracy, timeliness, and compliance for all customers’ requests, using problem‑solving skills to address and resolve customer complaints and concerns efficiently and professionally.
• Maintain data confidentiality and prevent data breaches, strictly complying with secure management of customers’ sensitive information such as identity, address, income status, account holdings, account transactions, and contact details.
• Handle a wide suite of banking products and services in a highly stressful environment, managing time‑sensitive requests such as scams, frauds, complaints, and publicly noticeable incidents.
• Successfully cross‑sell the bank’s products and services.
• Successfully migrate customers to the bank’s digital platform by understanding their wants and needs.
• Adhere to professional standards of behavior and conduct when dealing with customers and fellow CSOs.
• Provide flexibility in work deployment when business needs arise, including rotating shift schedules with weekends and public holidays.
• Support and protect the DBS brand by creating positive discussions in the social media community, ensuring message consistency across different online platforms.
• Support operations in managing and resolving requests related to customers’ follow‑up and transactional request fulfilment (Fulfilment Team).

Requirements

• A degree or diploma; experience in a contact centre or banking industry is preferred.
• Good listening, empathy, and adaptability skills.
• Constantly thinking outside‑the‑box solutions to assist customers and make banking joyful.
• Patient, calm, and passionate in championing service excellence.
• Able to self‑control emotionally and mentally when a customer is demanding, difficult, or insistent, using positive language to manage the situation.
• Ability to multi‑task and handle different banking systems.
• Knowledge of industry‑specific regulations and standards.
• Proficient in professional email servicing writing.
• Meticulous and resourceful.
• Good communication skills in both written and verbal communication.

Job: Business Enabler

Job Posting: Sep 4, 2024, 1:40:43 AM