Associate/ Analyst, Customer Relations Specialist (BusinessCare), Institutional

DBS is a leading financial services group in Asia, with over 280 branches across 18 markets. Headquartered and listed in Singapore, DBS has a growing presence in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's capital position, as well as "AA-" and "Aa1" credit ratings, is among the highest in Asia-Pacific. DBS has been recognised for its leadership in the region, having been named “Asia’s Best Bank” by The Banker, a member of the Financial Times group, and “Best Bank in Asia-Pacific” by Global Finance. The bank has also been named “Safest Bank in Asia” by Global Finance for seven consecutive years from 2009 to 2015.

Business Functions

Group 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.

Responsibilities

1. Manage customer escalated issues and complaints related to corporate banking products/services/processes, including Fraud/Scam escalations.
2. Conduct investigations and provide timely updates and end-to-end resolution to customers.
3. Collaborate with internal stakeholders to analyse customer issues and provide solutions.
4. Maintain detailed records of actions taken and updates to customers.
5. Review interactions with customers and share areas of improvement with service staff to address any gaps in service delivery.
6. Assist with adhoc tasks/support as required.

Requirements

1. Minimum 2 years of customer service experience with strong knowledge of corporate banking products.
2. Team player with ability to multi-task and work independently.
3. Excellent written and verbal communication skills to communicate clearly with both external customers and internal stakeholders including senior management.
4. Be customer-obsessed to provide innovative solutions and accurate information with empathy.
5. Innovative and creative in problem solving and strong analytical skills.
6. Ability to take ownership of tasks and adapt to evolving changes.

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.