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DBS Bank
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132 DBS Bank Jobs
Senior Officer, Specialist, Contact Centre, Consumer Banking
6-10 years
₹ 6 - 11L/yr (AmbitionBox estimate)
This is an estimate of the average salary range for this
position. It has not been reviewed by the company, and
the actual salary may differ.
Chennai
1 vacancy
Senior Officer, Specialist, Contact Centre, Consumer Banking
DBS Bank
posted 6d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Job Purpose
- The role is to handle Inbound Calls Chats for banking and credit card customers at Officer/Asst Officer Grade.
- The volume handled per month is ~35,000 Calls Chats, 8,000 Service Requests, 2000 Social Media Posts 7000 Emails.
- Meet the defined KPIs parameters consistently
Job Duties Responsibilities
- To adhere to professional standards of behaviour 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.
- 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
Key Accountabilities
- 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 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 required
- 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.
- This position is for Contact(Call) Centre Agentrdquor; 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.
Required Experience
- 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
Education / Preferred Qualifications
- Graduate
Core Competencies
- Customer Service
- Excellent communication skills
- Multi-lingual can be an added advantage
Technical Competencies
- Basic Typing and MS office knowledge
Work Relationship
- Directly reports to Supervisors
- Customer Centre Management Team.
- Staff across all levels and divisions in Customer Centre
- BU/Product Spocs
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
Apply Now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements .
Employment Type: Full Time, Permanent
Read full job descriptionDBS Bank Interview Questions & Tips
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People are getting interviews at DBS Bank through
People are getting interviews through
(based on 95 DBS Bank interviews)
Job Portal
Referral
Campus Placement
Company Website
Walkin
Recruitment Consultant
39%
15%
7%
6%
5%
3%
25% candidates got the interview through other sources.
High
Confidence
?
High Confidence means the data is based on a large number of responses received from the candidates.
What people at DBS Bank are saying
Rating based on 22 Senior Officer
reviews
Anonymous · Banking Operations
in Bengaluru
Likes
facilities are good
Dislikes
growth is not that great for all of the employees
Read 22 reviewsSenior Officer salary at DBS Bank
reported by
120
employees
with 4-12
years exp.
₹4.2
L/yr - ₹11.1
L/yr
61%
more
than the average Senior Officer Salary in India
View more details
What DBS Bank employees are saying about work life
based on 1.7k employees
Flexible timing
Monday to Friday
No travel
Day Shift
DBS Bank Benefits
View more benefits
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