Officer, Specialist, Contact Centre, Consumer Banking Operations

Business Function

Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble, and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability, and innovation. Within T&O, we manage the majority of the Bank’s operational processes and aim to delight our business partners through multiple banking delivery channels.

Responsibilities

DBS Customer Centre is looking for enthusiastic, highly motivated problem solvers who are passionate about creating an innovative customer experience and building strong customer relationships. This role is the first point of contact and involves engaging customers via phone, email, social media, and chat.

• Provide one-stop service to respond to product and service enquiries, including placing securities trading orders, processing initial public offerings (IPO) applications, and handling enquiries on credit cards and consumer banking products through phone, live chat, offline messaging, and email.
• Drive a successful customer experience by assisting at varied skill levels (from offline to online) to implement inbound cross-buy initiatives proactively.
• Meet individual scorecard targets for call volume, availability, service level, and customer satisfaction.
• Attract and retain customers by answering queries and providing suggestions that support short- and long-term success.
• Work collaboratively with teammates to resolve customer issues quickly and efficiently.
• Report customer complaints and escalate issues when necessary to prevent potential churn.
• Maintain appropriate operational risk control and compliance in all aspects in accordance with DBS requirements, regulatory standards, and policies.
• No sales target is required.

Requirements

• Post-secondary education or above, preferably a degree holder in any discipline.
• Qualified to carry out Investment-regulated activities (Types 1 and 4) under the Securities and Futures Ordinance (SFO).
• Experience in call centre or banking industry; good knowledge of credit card operations and banking services is an advantage.
• Customer-focused with excellent communication and interpersonal skills.
• Able to work in shifts on weekends and public holidays.
• Good command of written and spoken English and Chinese; fluency in Putonghua is an advantage.
• The hiring process for this role is subject to the Mandatory Reference Checking Scheme.
• Candidates with more experience will be considered as Senior Customer Service Executive.

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We offer a competitive salary and benefits package, along with the professional advantages of a dynamic environment that supports your development and recognises your achievements.

Location

Two Harbour Square

Job Details

• Job: Customer Service
• Schedule: Regular
• Employee Status: Full time