Specialist Contact Centre Consumer Banking Technology

Business Function 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 Banks 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 oneonone 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 inbound 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