Job Description
Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Job Responsibilities
• 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 adhere to professional standards of behavior & 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
• 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 require
• 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
• 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
Job Requirement
• Minimum of one year of experience as a Customer Service Representative in a 24x7 contact centre environment OR in a Back Office Processing Centre in Banking Industry
• 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
Job Responsibilities
• 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 adhere to professional standards of behavior & 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
• 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 require
• 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
• 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
Job Requirement
• Minimum of one year of experience as a Customer Service Representative in a 24x7 contact centre environment OR in a Back Office Processing Centre in Banking Industry
• 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
💡 Quick Summary
Seeking a career-building opportunity? The Specialist| Contact Centre| Consumer Banking| Technology position is now open for candidates interested in the Bank Jobs sector. This role in Pune offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
