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DBS Bank

Regional bank offering digital banking

Digital Service Specialist - Customer Segments, Consumer Banking Group

Customer SuccessUpdated on Nov 12
Full-timeTaipei City, TaiwanNo salary listed

About the Job

Requirements

  • A junior college or higher education is required; any field of study is acceptable.
  • At least three years of relevant experience in banking, financial services, a call center, digital services, customer relationship management, or telephone service is required.
  • Ability to provide customer service and resolve issues by clearly understanding customer needs through telephone or digital channels.
  • Ability to track cases and manage time, follow up on case progress according to procedures, and maintain complete service records.
  • Familiarity with basic computer and office software, including Word, Excel, and PowerPoint.
  • Awareness of compliance, risk, and personal data protection, and ability to work according to banking rules and standard operating procedures.
  • Ability to collaborate with different departments to resolve customer issues.
  • Ability to adapt to changes in digital services and operating processes and learn new work tasks.

Responsibilities

  • Proactively contact customers who started an application through digital channels but have not completed the process, check progress, and provide follow-up operational assistance.
  • Explain and guide customers through issues involving digital applications, account activation, identity verification, supplemental information, or system operations.
  • Explain relevant digital services, account functions, and benefits according to customer needs, helping customers understand and complete necessary steps.
  • Track customer case progress according to service procedures and record contact outcomes, customer feedback, reasons for incomplete processes, and follow-up status.
  • Compile and analyze common customer questions, reasons for process interruptions, and service feedback to identify journey breakdowns and improvement opportunities.
  • Work with the team to improve service scripts, FAQs, operating procedures, and digital service content to improve service quality and efficiency.
  • Verify customer identity, provide information, and process cases according to applicable procedures, internal controls, legal compliance, and personal data protection requirements.
  • Collaborate with digital service, operations, customer service, and other internal units on cross-functional cases and improvements to digital customer experience.
  • Organize service performance, case progress, and customer feedback data and prepare related reports.
  • Take on other customer service and digital-process tasks as needed by business and digital-service development.

Desired Qualifications

  • Experience in banking digital services, customer service, application-process follow-up, customer journeys, or process improvement is preferred.
  • Report preparation or data analysis ability is an advantage.

About the Company

DBS Bank

Regional bank offering digital banking

DBS Bank provides banking and financial services in Singapore and Southeast Asia, including personal and business banking, loans, deposits, wealth management, and payments. It serves customers through a network of branches and a digital platform that lets people open accounts, transfer funds, borrow, and invest via online and mobile apps. The bank differentiates itself with government-backed origins, rapid regional growth, a strong emphasis on digital banking, and a broad mix of consumer, corporate, and wealth services. Its goal is to be a leading, trusted financial services provider in Asia, supporting customers and economies with reliable banking and sustainable growth.

Company size
10,001+
Company stage
IPO
Headquarters
Singapore, Singapore
Founded
1968

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