Officer, Specialist, Contact Centre, Corporate Banking, Technology and Operations

3 weeks ago

pune, India DBS Bank Full time

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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