Specialist, Contact Centre, Consumer Banking, Technology and Operations

Specialist, Contact Centre, Consumer Banking, Technology and Operations

DBS
Not Specified
Not Specified

Job 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 Responsibilities:
  • To consistently meet the Digital Ops targets set (KPIs) without compromising quality of service delivery
  • To complete & meet all customers requests as per defined guidelines
  • To adhere to professional standards of behavior & conduct in dealing with customers & fellow staff
  • To proactively identify opportunities to improve the service performance
  • Should exemplify and be aligned to DBS culture where the employees are expected to reflect PRIDE values - Purposeful, Relationship Led, Innovative, Decisive and all this with a lot of Fun.
  • To exemplify the values of DBS Asian Service - Respectful, Easy to Deal With and Dependable in their interactions with both internal and external stakeholders.
  • To be aligned to the DBS strategy of Joyful Banking - through Customer Journeys and Digital Banking reach.
  • To take accountability for KPIs such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), Complaint Management Index (CMI), Average Handling Time (AHT), Individual Productivity & Quality Processing
  • Respond to inbound chat inquiries and inbound/outbound phone call and effectively consult customers or prospective customers regarding features or any other support require
  • Provide Chat one-on-one, real time, text/ voice/ video based interactive conversation to customers
  • Answering or making calls to customers/prospects to learn about and address their needs, complaints, or other issues with products or services.
  • Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that customers feel supported and valued.
  • Engaging in active listening with callers, confirming or clarifying information and diffusing angry customers, as needed.
  • Responsible to handle multiple chat sessions and provide appropriate level of service and issue resolution according to company guidelines while providing a superior customer experience.
  • Receive and answer customer questions/ complaints and resolve queries related to claims, warranties, and product servicing
  • Support customer queries from other channels - Service Requests, Social Media, Email etc.
  • Follow standard screens/scripts as appropriate
  • Maintain and update customer account records as needed
  • Appropriately escalate customer questions and issues as and when necessary according to guidelines.
  • Responsible to handle back office processes
  • Coordinate with immediate supervisor or other personnel as needed to resolve issues not of routine nature
  • Gather information and examine forms, policies, and other records as provided by customer to make appropriate determination of resolution
  • Forward suspected fraudulent and questionable Service Request to appropriate personnel
  • Balance workload based on business needs between paperwork and in-bound chats/calls. Responsible for meeting deadlines and requirement
  • Build and maintain effective working relationships and support teamwork in meeting company goal
  • Adhere to processes and guidelines in line with the defined governance standards

Job Requirement:
  • Minimum of one year of experience as a Customer Service Representative in a 24x7 contact centre environment OR in a Back Office Processing Centre in Banking Industry
  • Experience moving between multiple computer screens while entering data
  • Experience in handling difficult customer chats/conversations, while simultaneously entering data on different screens
  • Bilingual a plus, preferably with knowledge of Hindi
  • A minimum of graduate. Professional Certification/ Courses over and above this would be an added advantage
  • AMFI / IRDA certified
  • Prior experience in handling MF/Insurance related queries
  • This position is for 'Contact(Call) Centre Agent' and their role to start would be to assist customers via Calls & Chats.
  • It would be 247work environment for both male & female employees.
  • No Cab arrangement for Office, CSO has to travel self for generic day shifts.
India-Tamil Nadu-Chennai

About DBS

Similar Jobs

Career Advice to Find Better