Business Function Group 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 Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels. Role Overview To provide one-stop customer service for across all channels of communications and to cross sell bank’s products and services through these means whenever the opportunity arises Responsibilities
To consistently meet the Customer Centre targets set (KPIs) without compromising quality of service delivery
To ensure accuracy and compliant for all customers’ requests
To successfully cross-sell the Bank’s products and services
To adhere to professional standards of behaviour & conduct in dealing with customers & fellow CSOs.
Flexibility in work deployment when business needs arise
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
A degree or diploma, experience in a Contact Centre or banking industry is preferred
Good listening skills
Constantly thinking out of the box solution to assist customer and making banking joyful
Patient, calm and passionate in championing service excellence
Ability to multi-task
Meticulous and resourceful
Good communication skills in both written and verbal communication
Proficient in MS Office especially in Microsoft Word, Excel
Apply Now We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
DBS is a leading financial services group in Asia, with over 280 branches across 18 markets. Headquartered and listed in Singapore, DBS has a growing presence in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's capital position, as well as "AA-" and "Aa1" credit ratings, is among the highest in Asia-Pacific. DBS has been recognised for its leadership in the region, having been named âAsia's Best Bankâ by The Banker, a member of the Financial Times group, and âBest Bank in Asia-Pacificâ by Global Finance. The bank has also been named âSafest Bank in Asiaâ by Global Finance for seven consecutive years from 2009 to 2015.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases