Analyst, 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. In T&O, we manage the majority of the Bank's operational processes and strive to delight our business partners through our multiple banking delivery channels.

Responsibilities

DBS Customer Centre is looking for enthusiastic and highly motivated problem solvers who are passionate about creating an innovative customer experience and building strong relationships with our customers. This position will be the first point of contact for our customers, engaging with them via phone call, 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 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 proactively implement inbound cross-buy initiatives.
• Meet individual scorecards for call volume, availability, service level, and customer satisfaction.
• Attract and retain customers by answering queries and providing suggestions that lead to short and long-term success.
• Work collaboratively with teammates to solve customer issues as quickly and efficiently as possible.
• 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 or regulatory standards and policies.
• No sales target is required.

Requirements

• Post-secondary 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 the call centre or banking industry, with good knowledge of credit card operations and banking services, is an advantage.
• Customer-focused with excellent communication and interpersonal skills.
• Ability to work shifts, including 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 for the Senior Customer Service Executive role.

Job Details

Location: Two Harbour Square

Job Role: Customer Service

Schedule: Regular

Employee Status: Full time

Career Opportunity

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

We regret only shortlisted candidates will be notified.