Analyst, Service Manager, Treasures

2 months ago

Mumbai, India DBS Bank Full time

Business Function

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business – they were made just right for you.

Position Title: Complaints Management Executive

Business Unit: Consumer Banking Group

Grade:

Reports To: Complaints Management Lead

Job Purpose: To handle customer escalations and address grievance raised by customer through nodal and presidential escalations

Key Accountability

· Ensure escalated complaints received through all the channels are handled in a timely and qualitative manner.

· Overall Complaint Management for all Banking and credit card products

o Escalated mailbox

o CPGRAM, INGRAM, CMS and other complaint portals

o Banking Ombudsman complaints

o Overall knowhow and ownership for complaint management for the bank

Job Duties and Responsibilities

· To handle complaints and facilitate resolution within defined SLAs.

· To adhere to professional standards of behavior & conduct in dealing with customers & fellow staff

· To proactively identify opportunities to improve the service performance

· Provide appropriate response basis the type of enquiry within the stipulated response time as per SLA

· Escalate to next level (as applicable) of internal stakeholder for resolution/ official response to all posts

· 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), Individual Productivity & Quality Processing.

Preferred Qualification and Experience:

· A minimum of graduate. Professional Certification/ Courses over and above this would be an added advantage

Minimum of 2-3 years of experience handling complaints or escalation calls.

Core Competencies:

· Good interpersonal and excellent communication skills (English mandatory).

· Good aptitude towards and fast adoption of new technology and digital lifestyle

· Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.

· Ability to type at least 50WPM with 0 errors

· Ability to multi-task (handling 3 chats concurrently)

· Ability to resource product information via tools that are provided to you

· Ability to independently research information via the internet

· Able to work under pressure in a fast-paced, high-volume environment.

· Outstanding spelling, grammar, and communication skills

· Patient, calm and passionate in assisting customers

· Strong time management and decision making skills.

· Adaptability and accountability.

· Decent multi-tasking skills

· Meticulous and resourceful

· Flexible to Working Hours Willing to work in rotational shifts

· Being meticulous, observant and part of solution-oriented mindset

· Team management

Experience and Competencies:

· Computing skills with knowledge in Microsoft Word, Excel is essential

· Knowledge of Reputational Risk Management & Internal Control Guidelines.

· Excellent communication skills

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