Analyst,Customer Service officer - Treasures, Consumer Banking Group

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.

Job Purpose

• Differentiated Customer Experiences Leading through Service

Job Duties responsibilities

• Ensure each client escalation is owned and closed within 24 hours. In case of exceeding 24 hours TAT, client is informed on a periodic basis by yourself on delay and resolution date.
• Adhering to the Service Management Principles: Increase client interactions and ensure that they are handled as per the RED Service standards
• Mandatory 100% coverage and contact-ability of all clients under various service led campaigns in CRM
• 100% mandatory coverage of all qualified Treasures every quarter
• Ensure 100% implementation of CBG Client Contact Management Policy
• Ensure 20 Unique clients are covered every month under CCM, and details updated in CRM or as per applicable target.

Required Experience

• Minimum 10 years of front line client experience with a leading bank or financial institution.

Education / Preferred Qualifications

• Graduate/Postgraduate

Core Competencies

• Take ownership and be accountable for all customer issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time-
• Embed the service culture for all customer touchpoints particularly complaint resolution and client communication
• Support the sales team to acquire 60% of the customers digitally IWealth, Pweb, etc.
• Ensure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediately
• Increase customer satisfaction scores - Minimum CSS and Problem Resolution scores of 4.1 for the Cluster, brand awareness and customer preference indicators
• Support the CSOs (Client Service Officers) on daily BAU as per requirement
• Co-ordinate with support functions for ad-hoc banking related requirement received from clients
• Customer service lobby management (client walk-ins) for mapped branches
• Maintain and grow relationships with each Treasure client by ensuring and establishing individual connect outside of CCM
• Account Opening and static data STP to be maintained at >80% or as per targets decided by Senior Management.
• Resolution of 95% of branch requests and enquiry within stipulated TATs
• Ensure resolution of 100% complaints within 1 day

Technical Competencies

• Should have knowledge on banking terminologies, branch banking processes, digital banking, UPI
• Preferred to have working experience on CRM applications
• Should be well versed with MS -Office applications like WORD, EXCEL, POWER POINT

Work Relationship

• Complete all pending risk reviews, CRM, AML, Re-KYC, EWSS Surveillance alerts and ensuring no alerts remain over-due.
• Ensure on time calling for all I-Wealth leads
• Ensure TRE and Global Indian clients are given priority processing and attention
• Ensure timely closure of Deferrals taken within the stipulated timelines

DBS India - Culture Behaviors

• Performance through Value Based Proposition
• Ensure customer focus by delighting customers reduce complaints
• Build pride and passion to protect, maintain and enhance DBS image and reputation
• Enhance knowledge base, build skill sets develop competencies
• Execute at speed while maintaining error free operations
• Maintain the highest standards of honesty and integrity