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    Officer, Specialist, Contact Centre, Corporate Banking, Technology and Operations - Pune, India - DBS Bank

    DBS Bank
    DBS Bank Pune, India

    3 days ago

    dbs bank background
    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

  • To provide one-stop customer service for all communications received from multiple channels - Phone, Email and LiveChat.

    • Key Accountabilities

  • 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

    • Job Duties & Responsibilities

  • 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).

    • Required Experience

  • 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

    • Education / Preferred Qualifications

  • Graduate / Post Graduate

    • Technical Competencies

  • 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

    • Work Relationship

  • Superior(s) : Direct Supervisor
  • Subordinate(s) : None
  • Peers: Operations Team, Business Team, Technology Team.
  • External Parties: Client / Third party Vendors

    • DBS India - Culture & Behaviors

  • 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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