Specialist, Contact Centre, Corporate Banking

DBS · Kwun Tong

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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 inspire to delight our business partners through our multiple banking delivery channels.

Job Objective

Deliver excellent post-sales customer service and handle customer telephone, email, and digital channel enquiries (including cash management products, system support, investigations, information requests, and transaction monitoring on corporate banking products) effectively and efficiently to achieve total customer satisfaction and Key Performance Indicators (KPIs).

Job Responsibilities

• Act as the focal point of client contact in the overall service relationship, partnering closely with Relationship Management, Product, and Technical Support teams to bring a cohesive support structure and responsiveness to clients.
• Responsible for the full and satisfactory resolution of client requests, including complex cases, by coordinating amongst internal stakeholders to ensure prompt, accurate, and client-friendly responses, and driving root causes where appropriate.
• Serve as an Electronic / Mobile Banking Platform specialist.
• Solicit customer feedback and identify problem trends for continuous improvement actions.
• Adhere to professional standards of behavior and conduct when dealing with customers, and provide support and guidance to fellow Customer Service Officers (CSOs).
• Assist in overall departmental and client process improvement and digitization initiatives.
• Leverage data analytics from various sources (such as operations, systems, and customer feedback) to generate insights and drive query reduction.
• Handle ad-hoc projects as assigned.

Job Requirements

• Proven experience in customer service, client relationship management, or a corporate banking support environment.
• Strong knowledge and proficiency in electronic and mobile banking platforms, as well as cash management products.
• Excellent communication, interpersonal, and problem-solving skills, with the ability to handle complex cases and coordinate effectively with internal stakeholders.
• Strong analytical skills with the ability to leverage data to drive process improvements and query reduction.
• Professional demeanor, customer-centric mindset, and the ability to mentor and guide team members.

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

We regret only shortlisted candidates will be notified.

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