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Associate,Customer Service Officer - Treasures, Consumer Banking Group

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DBS Bank

2mo ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Banking & Finance
  • Chennai

AI generated summary

  • You need 10+ years in client service at a bank, a degree, knowledge of banking terms and processes, experience with CRM, and proficiency in MS Office (Word, Excel, PowerPoint).
  • You will manage client escalations, ensure timely resolutions, maintain CRM updates, enhance customer satisfaction, support sales, and comply with policies while fostering client relationships.

Requirements

  • Minimum 10 years of front line client experience with a leading bank or financial institution.
  • Graduate/Postgraduate
  • Should have knowledge on banking terminologies, branch banking processes, digital banking, UPI
  • Preferred to have working experience on CRM applications
  • Should be well versed with MS -Office applications like WORD, EXCEL, POWER POINT

Responsibilities

  • Ensure each client escalation is owned and closed within 24 hours. In case of exceeding 24 hours TAT, client is informed on a periodic basis by yourself on delay and resolution date.
  • Adhering to the Service Management Principles: Increase client interactions and ensure that they are handled as per the RED Service standards –
  • Mandatory 100% coverage and contact-ability of all clients under various service led campaigns in CRM
  • 100% mandatory coverage of all qualified Treasures every quarter
  • Ensure 100% implementation of CBG Client Contact Management Policy
  • Ensure 20 Unique clients are covered every month under CCM, and details updated in CRM or as per applicable target.
  • Take ownership and be accountable for all customer issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time
  • Embed the service culture for all customer touchpoints particularly complaint resolution and client communication
  • Support the sales team to acquire 60% of the customers digitally – IWealth, Pweb, etc.
  • Ensure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediately
  • Increase customer satisfaction scores - Minimum CSS and Problem Resolution scores of 4.1 for the Cluster, brand awareness and customer preference indicators
  • Support the CSOs (Client Service Officers) on daily BAU as per requirement
  • Co-ordinate with support functions for ad-hoc banking related requirement received from clients
  • Customer service lobby management (client walk-ins) for mapped branches
  • Maintain and grow relationships with each Treasure client by ensuring and establishing individual connect outside of CCM
  • Account Opening and static data STP to be maintained at >80% or as per targets decided by Senior Management.
  • Resolution of 95% of branch requests and enquiry within stipulated TATs
  • Ensure resolution of 100% complaints within 1 day
  • Complete all pending risk reviews, CRM, AML, Re-KYC, EWSS & Surveillance alerts and ensuring no alerts remain over-due.
  • Ensure on time calling for all I-Wealth leads
  • Ensure TRE and Global Indian clients are given priority processing and attention
  • Ensure timely closure of Deferrals taken within the stipulated timelines

FAQs

What is the primary purpose of the Associate, Customer Service Officer role at DBS?

The primary purpose of the role is to ensure differentiated customer experiences by leading through service, managing client interactions, and resolving issues efficiently.

What is the minimum experience required for this position?

A minimum of 10 years of front line client experience with a leading bank or financial institution is required.

What educational qualifications are preferred for this role?

A graduate or postgraduate degree is preferred for this role.

What are the key duties and responsibilities of the Associate, Customer Service Officer?

Key duties include managing client escalations, adhering to service management principles, ensuring implementation of client contact management policies, increasing customer satisfaction scores, and supporting the sales team in acquiring customers digitally.

Is knowledge of banking terminologies necessary for this role?

Yes, knowledge of banking terminologies, branch banking processes, digital banking, and UPI is essential for this role.

Are there specific customer satisfaction targets for this position?

Yes, the position requires minimum CSS and Problem Resolution scores of 4.1 for the Cluster, along with indicators for brand awareness and customer preference.

Do we provide training for the required competencies?

Yes, the company enhances knowledge base, builds skill sets, and develops competencies as part of our employee development initiatives.

What tools or applications should candidates be familiar with for this position?

Candidates should have experience with CRM applications and be proficient in MS Office applications such as Word, Excel, and PowerPoint.

What is expected regarding client communication and relationship management?

It is expected that the Associate maintains and grows relationships with each Treasure client by establishing an individual connection and ensuring effective communication.

How are complaints and issues tracked and resolved in this role?

Complaints and issues are tracked through CRM updates, and there is a commitment to resolve 100% of complaints within 1 day.

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DBS Bank

Live more, Bank less

Finance
Industry
10,001+
Employees
1968
Founded Year

Mission & Purpose

DBS Bank is a leading financial services group headquartered in Singapore, offering a range of banking and financial services including personal, corporate, and investment banking. Their ultimate mission is to be the best bank for a better world, focusing on delivering innovative, sustainable solutions to improve lives and drive economic growth. DBS aims to harness technology and a customer-centric approach to provide seamless banking experiences and contribute positively to society.