- To provide one-stop customer service for all communications received from multiple channels - Phone, Email and LiveChat.
- Handle queries for DBS India Current account customers (Inbound & Outbound).
- Kept abreast of all activities and new products being launched by Bank.
- Address and resolve queries raised by customer through various channels.
- Basic troubleshooting of issues notified by customers and highlight it to relevant team for resolution.
- Document all queries in banking system for future reference / tracking.
- To complete & meet all customers' requests within risk, compliance, and quality standards on time.
- To consistently adhere and meet contact centre set targets (KPIs) without compromising quality of service delivery.
- To adhere to professional standards of behaviour & conduct in dealing with customers & employees
- To answer all phone & email enquiries from customers on banking products, accounts and services in an effective and efficient manner
- To understand customer's needs and provide solution / attention to them
- To fulfil customer requests, ensuring total customer satisfaction
- To demonstrate strong work commitment and work ethic
- To solicit customer feedback
- To adhere to schedule of work & be available for deployment at short notice when on standby
- Open to work shifts across Monday to Sunday (it is not 24/7).
- Minimum 3- 5 years of Banking experience.
- Experience in Indian Banking industry
- Experience in working with banking / financial institution in corporate banking, Trade, Cash & tax
- Experience in phone banking operations
- Understanding of RBI Regulations
- Working knowledge of Trade, Trade finance, Payments, collections, ITT OTT and Electronic Bank and debit cards, Account opening, and loans is an added advantage
- Excellent Communication skills, good writing skills
- Willingness to learn new product
- Graduate / Post Graduate
- Experience in Indian Banking industry
- Experience in working with banking / financial institution in corporate banking, Trade, Cash & tax
- Experience in phone banking operations
- Understanding of RBI Regulations
- Working knowledge of Trade, Trade finance, Payments, collections, ITT OTT and Electronic Bank and debit cards, Account opening, and loans is an added advantage
- Superior(s) : Direct Supervisor
- Subordinate(s) : None
- Peers: Operations Team, Business Team, Technology Team.
- External Parties: Client / Third party Vendors
- DBS is committed to building a culture where all employees are valued, respected and their opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Expected value driven behaviors are:
- Demonstrate Business Performance through PRIDE Value Based Propositions
- Ensure Customer Focus by Delighting Customers & Reduce Complaints
- Build Pride and Passion to Protect, Maintain and Enhance DBS' Reputation
- Enhance Self Knowledge, Skills and develop Competencies aimed at continuous improvement
- Maintain the Highest Standards of Honesty and Integrity
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Officer, Specialist, Contact Centre, Corporate Banking, Technology and Operations - Pune, India - DBS Bank
Description
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 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
Job Purpose
Key Accountabilities
Job Duties & Responsibilities
Required Experience
Education / Preferred Qualifications
Technical Competencies
Work Relationship
DBS India - Culture & Behaviors
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