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

DBS Bank Australia; Singapore; On-site; SGD 33,480 - 53,568; Full time

Job summary

DBS Asia Hub in Singapore is seeking an Analyst/Associate, Customer Service Officer to deliver high-quality one-stop service, addressing customers’ banking needs across channels while upholding privacy and compliance.

You will handle inquiries, resolve issues, promote DBS digital platforms, and support a rotating shift schedule including weekends. Strong communication and problem-solving are essential.

Qualifications

• A degree or diploma, experience in a Contact Centre or banking industry is preferred.
• Good listening skills, Empathy, and Adaptability are essential.
• Patient, calm and passionate about service excellence.
• Ability to multi-task and handle different banking systems.
• Proficient in MS Office; experience with Customer Centre IServe system.

Responsibilities

• Deliver high quality one-stop service addressing customers’ banking needs across channels.
• Address and resolve customer complaints and issues efficiently and professionally.
• Maintain data confidentiality and ensure compliance with banking regulations.
• Promote DBS products and support migration to the DBS digital platform.

Job description

## Analyst/ Associate, Customer Service Officer, Customer Centre, Group CSH, Group COOApplylocations: Singapore - Easttime type: Full timeposted on: Posted 7 Days Agojob requisition id: WD83924## **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### Why join us?*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.*### About UsDBS 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.