Senior Officer/Officer, Specialist, Contact Centre, Consumer Banking

Business Function

Group Operations 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 Operations, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels. As an Operations Department, we embrace and reinforce the strong PRIDE! culture that is built up in DBS. This is done through strategic focus on training and improving staff capability, empowerment, productivity, teamwork, innovation & technology, managing operational risks & strongly collaborating with our business partners in delivering excellent RED service to our customers.

Responsibilities

Provide exceptional customer service and support to clients through various communication channels, including phone, email, and chat
Assist clients with a wide range of banking inquiries, transactions, and account-related matters
Proactively identify and address client needs, offering appropriate solutions and recommendations
Maintain accurate and detailed records of client interactions and transactions
Collaborate with cross-functional teams to ensure seamless service delivery and resolution of client issues
Continuously enhance product and service knowledge to provide accurate and up-to-date information to clients
Adhere to all relevant policies, procedures, and regulatory requirements

Requirements

Minimum 1-2 years of experience in a customer service or contact center role, preferably in the banking or financial services industry
Strong communication and interpersonal skills, with the ability to effectively interact with clients from diverse backgrounds
Excellent problem-solving and decision-making abilities, with a focus on delivering high-quality customer service
Proficient in the use of various computer applications and software, including customer relationship management (CRM) systems
Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
Commitment to continuous learning and professional development

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