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

DBS Bank Ltd; Singapore; On-site; SGD 30,000 - 42,000; Full time

Job summary

DBS Bank Ltd. is seeking a Customer Service professional for the DBS Asia Hub to deliver high-quality one-stop service to customers across channels. You will resolve issues, promote bank products, and ensure data confidentiality in a fast-paced banking environment.

The role requires excellent communication, attention to detail, and solid knowledge of banking regulations, with flexibility to work rotating shifts, weekends, and public holidays.

Qualifications

• A degree or diploma; experience in a Contact Centre or banking industry preferred.
• Strong listening and empathy abilities; adaptable to changing needs.
• Calm, patient, and passionate about service excellence.
• Able to manage stressed customers and use positive language.

Responsibilities

• Meet and exceed Customer Centre KPIs while maintaining high service quality.
• Ensure accuracy and timeliness of all customer requests; resolve complaints professionally.
• Maintain data confidentiality and comply with banking regulations.
• Manage a wide range of banking products in a demanding environment (e.g., scams, fraud, complaints).
• Assist customers in migrating to the DBS digital platform by understanding their needs.
• Maintain professional conduct with customers and colleagues; adapt to rotating shifts, weekends and public holidays.
• Support brand integrity on social media and ensure consistent messaging across platforms.
• Assist the Fulfilment Team in follow-up and transactional requests.

Skills

Active listening

Empathy

Adaptability

Multi-tasking

MS Office

IServe system

Regulatory knowledge

Customer service excellence

Education

Degree or Diploma

Tools

MS Word

MS Excel

MS Outlook

IServe system

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 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