DBS Bank

Regional bank offering digital banking

Analyst/Associate - Multiple Teams

Customer SupportUpdated on Nov 12

Full-timeSingaporeNo salary listed

About the Job

Requirements

A degree or diploma is required; experience in a contact centre or banking industry is preferred.
Good listening, empathy, and adaptability skills are required.
Ability to develop creative solutions to assist customers is required.
Patience, calmness, and commitment to service excellence are required.
Ability to maintain emotional and mental self-control with demanding customers and use positive language to manage interactions is required.
Ability to multitask and handle different banking systems is required.
Proficiency in Microsoft Office, especially Microsoft Word, Excel, and Outlook, is required.
Proficiency in the Customer Centre IServe system is required.
Knowledge of industry-specific regulations and standards is required.
Ability to work a rotating shift schedule, including weekends and public holidays, is required.

Responsibilities

Consistently meet and exceed Customer Centre key performance indicator targets without compromising service quality.
Ensure customer requests are handled accurately, promptly, and compliantly; use problem-solving skills to resolve complaints and concerns efficiently and professionally.
Maintain customer data confidentiality and prevent data breaches, especially when handling sensitive identity, address, income, account, transaction, and contact information.
Handle a broad range of banking products and services, including time-sensitive scams, fraud, complaints, and publicly noticeable incidents in a high-stress environment.
Cross-sell the bank’s products and services.
Migrate customers to the bank’s digital platform by understanding their wants and needs.
Adhere to professional standards of behavior and conduct when dealing with customers and fellow customer service officers.
Support and protect the DBS brand by creating positive discussions in the social media community and ensuring message consistency across online platforms.
Support Operations by managing and resolving customer follow-up and transactional fulfilment requests and investigations as part of the Fulfilment Team.

Desired Qualifications

Experience in a contact centre or banking industry is preferred.

Role Overview:

Responsible for delivering high quality one-stop service by addressing customers’ banking needs, resolving issues across all channels of communications, and promoting bank’s products and services the DBS Digital Way. This role demands excellent communication skills, attention to detail and a strong understanding of banking procedures and regulations.

Key Responsibilities:

To consistently meet and exceed the Customer Centre targets set (KPIs) without compromising quality of service delivery
To ensure accuracy, timeliness and compliant for all customers’ requests. Utilize problem-solving skills to address and resolve customer complaints and concerns efficiently and professionally
Data Confidentiality and Data Breach prevention. Strict compliance in maintaining customer’s information securely especially with the high accessibility to customer’s sensitive information like Identity, Address, income status, Account holdings, Account transactions, Contact details as a customer service officer
Ability to handle wide suite of Banking products and services, especially in a highly stressful environment managing time sensitive request like Scams, Frauds, Complaints and Publicly Noticeable Incidents.
To successfully cross-buy the Bank’s products and services
To successfully migrate customers to Bank’s digital platform by understanding customers’ wants and needs
To adhere to professional standards of behavior & conduct in dealing with customers and fellow CSOs.
Flexibility in work deployment when business needs arise. Ability to work a rotating shift schedule, including weekends and public holidays
Support and protect the DBS brand by creating positive discussions in the social media community and to ensure message consistency across the different online platforms
Support Operations in managing and resolving requests related to customers’ follow up and transactional request fulfilment and investigation. (Fulfilment Team)

Requirements:

A degree or diploma, experience in a Contact Centre or banking industry is preferred
Good listening skills, Empathy skills and Adaptability skills
Constantly thinking out of the box solution to assist customer and making banking joyful
Patient, calm and passionate in championing service excellence
Able to self-control emotionally and mentally in times when customer is demanding, difficult and insistent. Ability to use positive language to manage customer
Ability to multi-task and handle different Banking systems
Proficient in MS Office especially in Microsoft Word, Excel, Outlook
Proficient Customer Centre IServe system
Knowledge of industry-specific regulations and standards

Location:

DBS Asia Hub

Job:

Customer Service

Schedule:

Regular

Employee Status:

Full time

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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DBS Bank

Analyst/Associate - Multiple Teams

About the Job

Requirements

Responsibilities

Desired Qualifications

Role Overview:

Key Responsibilities:

To consistently meet and exceed the Customer Centre targets set (KPIs) without compromising quality of service delivery

To ensure accuracy, timeliness and compliant for all customers’ requests. Utilize problem-solving skills to address and resolve customer complaints and concerns efficiently and professionally

Ability to handle wide suite of Banking products and services, especially in a highly stressful environment managing time sensitive request like Scams, Frauds, Complaints and Publicly Noticeable Incidents.

To successfully cross-buy the Bank’s products and services

To successfully migrate customers to Bank’s digital platform by understanding customers’ wants and needs

To adhere to professional standards of behavior & conduct in dealing with customers and fellow CSOs.

Flexibility in work deployment when business needs arise. Ability to work a rotating shift schedule, including weekends and public holidays

Support and protect the DBS brand by creating positive discussions in the social media community and to ensure message consistency across the different online platforms

Support Operations in managing and resolving requests related to customers’ follow up and transactional request fulfilment and investigation. (Fulfilment Team)

Requirements:

A degree or diploma, experience in a Contact Centre or banking industry is preferred

Good listening skills, Empathy skills and Adaptability skills

Constantly thinking out of the box solution to assist customer and making banking joyful

Patient, calm and passionate in championing service excellence

Able to self-control emotionally and mentally in times when customer is demanding, difficult and insistent. Ability to use positive language to manage customer

Ability to multi-task and handle different Banking systems

Proficient in MS Office especially in Microsoft Word, Excel, Outlook

Proficient Customer Centre IServe system

Knowledge of industry-specific regulations and standards

About the Company

DBS Bank

Recently Posted Jobs