Analyst/ Associate, Customer Service Officer, Customer Centre, Group CSH, Group COO

DBS Bank Ltd; Singapore; Hybrid; SGD 40,000 - 56,000; Full time

Job summary

DBS Bank Ltd in Singapore is seeking a Customer Service professional to provide high-quality, one-stop banking support. You will handle requests across channels, promote DBS products, and migrate customers to DBS Digital Platform, while adhering to banking regulations.

The role requires excellent communication, data confidentiality, and the ability to work in a fast-paced, rotating shift environment including weekends and public holidays.

Qualifications

• A degree or diploma is preferred.
• Excellent communication and listening skills.
• Ability to handle sensitive information with discretion.
• Experience in contact centre or banking is preferred.

Responsibilities

• Deliver high quality one-stop service across banking needs.
• Meet and exceed customer centre KPIs without compromising quality.
• Resolve customer issues across all channels promptly and professionally.
• Promote bank’s products and migrate customers to DBS Digital Platform.
• Maintain data confidentiality and comply with regulations.

Skills

Good listening skills

Empathy skills

Adaptability skills

Communication skills

Attention to detail

Banking procedures knowledge

Education

Degree or Diploma in related field

Tools

MS Word

MS Excel

MS Outlook

MS Office

Job 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 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.