Associate, Specialist, Contact Centre, Corporate Banking, Technology and Operations
DBS Bank
- Chennai, Tamil Nadu
- Permanent
- Full-time
- Ensuring SLA on calls and email resolutions are met in a timely manner for customer requests and customer complaints.
- Monitoring of queues and ensuring that customer requests & customer complaints are handled / processed on timely basis.
- Ensuring staff training to ensure they are up to date on various products, process, systems to ensure effective customer query resolutions.
- Ensuring CSAT (Customer Satisfaction scores) are
- Team management.
- Ensuring all the requisite steps are in place to meet the accountabilities mentioned above.
- Around 10 years of related work experience
- Bachelor’s degree in commerce is preferred.
- Good understanding of various Corporate banking products ( as mentioned above )
- Experience in investigating, identifying root cause and working with various teams to put in place preventive steps to avoid complaints.
- Experience in identifying opportunities for digital adoption and converting repeat customer service requests to digital channels.
- Knowledge of product life cycle & nuances of corporate banking products – like Trade Finance, Trade Services, Cross Border Remittances, Payments, Working Capital Loans, Fixed deposits.
- Experience in working on Core banking Systems.
- Relationship teams, Branch, Central Operations teams, IBG COO, NDS, Regional teams
- 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