Senior Associate/Associate, Customer Service Specialist, Dedicated Servicing, Institutional Banking Group Operation BusinessCare, Technology & Operation Senior Associate/Associate, Customer Service  …

DBS Bank Limited
in Singapore
Permanent, Full time
Be the first to apply
Competitive
DBS Bank Limited
in Singapore
Permanent, Full time
Be the first to apply
Competitive
Senior Associate/Associate, Customer Service Specialist, Dedicated Servicing, Institutional Banking Group Operation BusinessCare, Technology & Operation
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:
  • Ensure the team's effectiveness & efficiency in handling daily BAU.
  • To deepen and strengthen customer relationships through exemplary service and to uphold the best-in-class service standards
  • Interact with internal & external premier customers to answer customer queries and resolve customers' service requests related to Corporate Banking products
  • Partner with internal various teams to resolve all customer queries / requests and ensure SLA are duly met
  • Work closely with Team Manager/ Operation Manager, product owners or business to
  • identify the areas of improvement based on customer enquiries landscape
Key Accountabilities & Responsibilities:
  • Own and resolve customers' issues/enquiries, from the point of receipt to closure
  • Review root cause, track internal follow-up to ensure issues are resolved on a permanent basis
  • Fulfill SLA requirements
  • Manage customers' relationships. This includes both internal and external customers
  • Provide customer support (phone/SR/e-mail) and resolution to customers' production issues in a timely manner
  • Review support / incident calls for root cause analyses
  • Co-ordinate with vendor to resolve customer's problems
  • Update the tracking spreadsheet, call logs, incident reports, for all implementation issues and customers' enquiries
  • Compile required statistics for reporting
  • Any other project/work as assigned
Work Relationship:
  • Direct reporting to Team Manager - Dedicated Servicing
  • Working relationship with:
    • Head of DBS BusinessCare
    • GTS CSM
    • Business Units
    • Support Units
    • Other BDMs/CSMs
    • Operations including Operations Managers, Team Managers and Customer Service Officers
    • Quality Team
    • Regional Function teams
    • Risk and Compliance Teams
    • Customer Feedback Management Team, BusinessCare
Please note that this position is required to be based in DBS Asia Hub (DAH).
Candidate Requirement:
  • Diploma or degree holder
  • Preferably at least 3 years' experience in similar function in corporate servicing
  • Good Knowledge of Corporate Products (Cash Management & IDEAL)
  • Structured team player, individual can manage multiple projects at one go
  • Leadership quality and able to work independently
  • Good change management mindset & skills
  • Able to think strategically
  • Innovative and creative in problem solving while playing by the rules
  • Excellent written and verbal communication skills
  • Excellent relationship building & management skills
  • Good time management
  • Proficient in MS Office applications
  • Proficient with IDEAL troubleshooting
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.
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