Analyst, Scam Support Specialist, Customer Service Hub(CSH), Group COO

Role Overview:

Manage customer escalations on Scam and Fraud Dispute related calls from front liners, identify opportunities and propose ideas/needs for process improvements and coaching.

Responsible for end-to-end management of customer service issues, including investigation, listening and understanding customer’s needs, proposing solutions/alternatives to customer issues and identifying process improvements or coaching needs.

Responsible for end-to-end management of scam and dispute related escalations with end to end empathetic serving from front liners through in-depth analysis using specialist tools and knowledge.

Responsible for cross-supporting different SSS functions.

Role Responsibilities:

To achieve individual goals and performance targets.

To adhere to professional standards of behaviour and conduct in dealing with internal and external customers.

To proactively identify opportunities to improve the customer experience.

To share areas of improvement with CSOs and TMs to address any gaps in service delivery.

To share areas of improvement with product managers and technical/product governance team as part of continuous process/product improvement.

To be flexible in work deployment and projects when business needs arise.

Serve as DBS's brand ambassador by demonstrating professionalism, strong knowledge on products and services, and optimizes every opportunity to exceed customer expectations with each response.

Requirements:

At least 2 years of frontline customerv service experience in Banking contact centre.

Ability to clearly understand customers’ needs and provide appropriate solutions accordingly.

Excellent written and verbal communication skills, and ability to communicate to people from all levels.

Ability to communicate various changes in processes and promotions if any.

Ability to correspond to customers and internal stake holders professionally.

Strong customer relations and analytical skills.

Ability to empathize and understand customers’ perspectives.

Strong case resolution skills-ability to complete promised action/follow-up to ensure customers’ needs are addressed.

Collaborate with colleagues and work as part of a team.

Ability to adapt to changes in terms of product, process and systems.

Location: DBS Asia Hub

Job: Customer Service

Schedule: Regular

Employee Status: Full time