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Senior Associate / Associate, Digital Channel Customer Experience & Support Specialist, Digital B...

Keywords / Skills : Senior Associate, digital customer issues, process efficiencies, cost-savings, customer service, digital channel management, banking products

Posted: 2019-07-03

Industry
Banking/Financial Services
Function
Banking, Insurance & Financial Services
Role
Other BFSI
Posted On
3rd Jul 2019
Job Ref code
104516361
Job Description

Business Function 
Digital revolutions are set to change the way we live, work and play. That’s why we’ve spared no effort in ensuring we are at the forefront of this new generation.
The Digital Banking team plays an instrumental role in DBS's push in the innovation space. We lead the digital strategy for consumer banking and build the foundations critical for the desired digital customer journey.
We are seeking a self-motivated individual who is customer centric, can improve customer satisfaction on our digital channels and able to contribute fresh ideas to better serve our digital communities. 
Key Accountabilities 
  • Overall management of day to day digital customer issues and system support to achieve customer satisfaction and frictionless experience on our digital channels
  • Re-engineer existing processes in efforts to achieve process efficiencies, cost-savings and improved user experience.
  • Perform change management activities such as providing timely customer communications and user training.
  • Formulate test strategies and drive digital test automation. 
  • Provide post-implementation support to ensure all issues are escalated and resolved in a timely manner.
  • Liaise with touch points on customer resolutions on timely manner.
  • Monitor the Voice of Customers feedback channels to identify areas for improvement, define short term action points and permanent fixes to remove pain points.

Responsibilities 
  • Manage customer Issues & System Support
    • Identify Channel related customer issues and collate customer feedback.  
    • Perform customer investigation and resolve customer issues
    • Track and monitor customers issues to ensure timely investigation and resolutions 
  • Process Improvements on customer facing digital channels and functionalities
    • Drive and execute channel process improvements and enhancements with best in class customer and employee journeys 
  • Lead and Manage Customer Improvements Initiatives
    • Define business requirements for digital channel enhancements, review functional specifications and participate/sign off on User Acceptance Testing (UAT) along with processes and documentation 
    • Liaise with internal teams to ensure UAT testing and live verification timelines are performed and met
  • Collaborate with cross functional technology & business partners (including Operations, Contact Centre, Marketing, IT, Finance, Legal, Compliance, Risk, Operations and others) to develop holistic, end-to-end digital solutions that fulfil customer and business needs.
  • Support Digital Channel’s Projects & Devise new ways to improve the digital customer journey through the use of data and AI.
  • Improve customer satisfaction on our digital channel. Monitor the Voice of Customers feedback channels to identify areas for improvement, define short term action points and permanent fixes to remove pain points.
  • Design customer migration and communications plan through online marketing campaigns and engagement efforts for service recovery
  • Perform Channel tracking and drive analysis through Data. Use of AA data to perform customer analysis and track customer satisfactions usage and pain points.
  • Define business requirements for digital channel enhancements to address customer journey gaps, review functional specifications and participate/sign off on User Acceptance Testing (UAT) along with processes and documentation

Requirements 
  • Degree holder and above 
  • Minimum 2 - 5 years’ experience in the customer service and production support or banking industry preferably with strong knowledge on retail products
  • Experienced in digital channel management, gathering business requirement and performing user testing and verifications
  • Good understanding of banking products and related processes
  • Excellent communication skills with the ability to instantly connect with people and manage ongoing relationships for positive outcomes
  • A positive attitude in the work is a must 
  • Customer-centric and think out of the box
  • Keen interest in emerging digital trends and how to apply them to improve our digital customer experience.
  • Strong and effective communicator.
  • Ability to analyse and resolve problems with the use of data and customer feedback. 
  • Self-motivated with a strong sense of ownership and accountability.
  • Able to apply design and experience thinking

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.

About Company

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 “Asia's Best Bank” by The Banker, a member of the Financial Times group, and “Best Bank in Asia-Pacific” by Global Finance. The bank has also been named “Safest Bank in Asia” by Global Finance for seven consecutive years from 2009 to 2015.
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