Customer Service Analyst - Banking & Digital Solutions

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

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.