Digital Banking Service Specialist - 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.

Responsibilities

(1) Customer Experience & Engagement

• Warmly greet and welcome customers upon their arrival at the branch.
• Efficiently manage customer check-in processes, waiting times, ticketing, seating, and queue flow to optimize the customer journey.
• Proactively address customer inquiries, provide comprehensive information, and resolve or escalate issues effectively and courteously.
• Ensure the branch environment is consistently clean, organized, and welcoming, reflecting DBS service standards.

(2) Service Excellence & Operational Support at The Bank Halls & Entrances

• Uphold and ensure adherence to DBS service guidelines and standards, consistently meeting and exceeding service goals.
• Embody and promote DBS RED values (Respectful, Easy to deal with, Dependable) in all customer interactions and operational tasks.
• Serve as a Digital Banking specialist, actively encouraging and guiding customers in the adoption and use of digital channels for transactions.
• Mentor Service Ambassadors, guiding them to deliver a joyful and high-quality service experience.
• Support the seamless orchestration of bank hall operations, including cash and non-cash transactions, customer onboarding, and advisory services.

(3) Support To Continuously Uplift The Service Standards & Processes

• Proactively identify opportunities for service enhancement and process optimization within the branch.
• Support the development and implementation of new initiatives aimed at continuous service improvement.
• Actively participate in daily huddles to cultivate a customer-obsessed mindset, analyze customer feedback, discuss areas for improvement, and recognize best practices.

(4) Support Contingency

• Provide backup support for transactional duties as appropriate and when needed, ensuring uninterrupted service.
• Assist with various front-office duties in service areas, demonstrating flexibility and a team-oriented approach.
• Support and assist in overall branch operational tasks to ensure smooth daily functioning.

Requirements

1. Minimum 1 year customer service experience with bank reference.

2. HKCEE or HKDSE holder with passes in English, Chinese, and Mathematics.

3. Strong customer-obsessed service mindset and proactive attitude.

4. Excellent customer service skills.

5. Ability to work independently while also being a strong team player.

6. Excellent communication and interpersonal skills.

Fluency in Cantonese, Mandarin and English is required.

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.

Location:

One Island East

Job:

Customer Service

Schedule:

Regular

Employee Status:

Full time