Analyst, Grievance Redressal Officer, Consumer Banking Group

DBS · Regional Office Mumbai

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As Asia's leading bank, DBS is committed to helping our customers achieve their financial aspirations. Our Consumer Banking Group offers a comprehensive suite of products and services, including deposits, investments, insurance, mortgages, credit cards, and personal loans, designed to meet customer needs at every life stage. We pride ourselves on delivering exceptional financial solutions tailored to our customers.

The Opportunity:

We are seeking a highly motivated and experienced Senior Complaint Handling Officer to join our team. In this critical role, you will be responsible for managing and resolving customer escalations and grievances, ensuring a timely and high-quality resolution process. This position requires a proactive individual with strong communication skills and a deep understanding of banking and credit card products.

Key Responsibilities:

• Complaint Management: Oversee and manage all escalated complaints received through various channels, including Nodal and Presidential escalations, CPGRAM, INGRAM, CMS, and other complaint portals. This includes comprehensive handling of Banking Ombudsman complaints.
• Resolution and Adherence: Facilitate complaint resolution within defined Service Level Agreements (SLAs), ensuring adherence to professional standards of behavior and conduct in all interactions with customers and colleagues.
• Service Improvement: Proactively identify opportunities to enhance service performance and contribute to overall complaint management strategies for the bank.
• Stakeholder Collaboration: Provide appropriate responses based on the inquiry type within stipulated response times and escalate to internal stakeholders as necessary for resolution or official communication. Collaborate effectively with the Customer Experience (CE) team and other internal stakeholders to drive continuous improvement in processes, products, and services based on complaint insights.
• DBS Culture & Values: Exemplify DBS's PRIDE values (Purposeful, Relationship Led, Innovative, Decisive, with Fun) and Asian Service principles (Respectful, Easy to Deal With, Dependable). Align with the DBS strategy of Joyful Banking through customer journeys and digital banking initiatives.
• Performance Accountability: Take ownership of key performance indicators (KPIs) such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), individual productivity, and quality processing.
• Problem Solving: Collaborate effectively with multiple stakeholders to provide solutions to clients and conduct thorough Root Cause Analysis (RCA) to identify and address systemic issues and prevent recurrence.
• Data Analysis: Conduct analysis of complaint data to identify root causes and emerging trends, contributing to reports and insights on overall complaint inflows and resolution effectiveness.

Required Experience and Qualifications:

• Experience: Minimum of 3-5 years of experience in handling customer complaints or escalations, specifically within a banking or financial services environment.
• Education: A minimum of a graduate degree is required. Professional certifications or courses are an added advantage.

Core Competencies:

• Communication: Excellent interpersonal and communication skills (English mandatory), both verbal and written. Ability to type at least 50 WPM with 0 errors. Outstanding spelling and grammar.
• Customer Focus: Exceptional customer service skills, active listening, and a professional phone demeanor. Patient, calm, and passionate about assisting customers.
• Problem-Solving & Adaptability: Strong time management and decision-making skills. Meticulous, observant, solution-oriented, and adaptable to a fast-paced, high-volume environment.
• Technical Aptitude: Good aptitude for and fast adoption of new technology and digital lifestyles. Ability to multi-task (e.g., handling 3 chats concurrently). Proficiency in computing skills, including Microsoft Word and Excel.
• Stakeholder Management: Proven ability to manage relationships with various stakeholders.
• Work Ethic: Flexible to working hours, including rotational shifts. Ability to work under pressure.
• Research Skills: Ability to independently research information via tools and the internet.

Technical Competencies:

• Knowledge of Reputational Risk Management & Internal Control Guidelines.
• Experience with Microsoft tools, data visualization tools (e.g., Tableau, Power BI), AI tools is desirable for understanding complaint trends.

Work Relationship:

• Ability to communicate effectively upwards with superiors regarding ideas, issues, guidance, and direction.
• Proactive in taking initiatives and demonstrating independence.
• Build strong working relationships with the CE team and other internal departments, collaborating effectively to drive customer-centric outcomes.

DBS India - Culture & Behaviors:

We encourage our employees to:

• Drive performance through value-based propositions.
• Ensure customer focus by delighting customers and reducing complaints.
• Build pride and passion to protect, maintain, and enhance DBS’s reputation.
• Enhance knowledge base, build skill sets, and develop competencies.
• Invest in team building and motivation through ideation and innovation.
• Execute at speed while maintaining error-free operations.
• Develop a passion for performance to grow the talent pool.
• Maintain the highest standards of honesty and integrity.

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