Assistant Vice President, Contact Centre, Consumer Banking

About the role

DBS is recruiting an Assistant Vice President for its Contact Centre within the Consumer Banking Group Operations, under Technology and Operations. The team manages the bank's operational processes across its banking delivery channels. The role is the first point of contact for customers, engaging them by phone, email, social media and chat, and is based at Two Harbour Square.

Key responsibilities

• Provide a one-stop service for product and service enquiries, including securities trading orders, initial public offering applications and credit card and consumer banking product questions, via phone, live chat, offline messaging and email.
• Help customers at all skill levels adopt inbound cross-buy initiatives.
• Meet individual targets for call volume, availability, service level and customer satisfaction.
• Attract and retain customers by answering queries and giving suggestions.
• Work with teammates to resolve customer issues quickly and efficiently.
• Report customer complaints and escalate issues to prevent churn.
• Maintain operational risk control and compliance in line with DBS and regulatory standards.
• No sales target is required.

Required profile

• Post-secondary education or higher; a degree is preferred.
• Qualified to carry out investment-regulated activities (Types 1 and 4) under the Securities and Futures Ordinance.
• Experience in a call centre or banking industry, and good knowledge of credit card operations and banking services, is an advantage.
• Able to work in shifts on weekends and public holidays.
• Good command of written and spoken English and Chinese; fluency in Putonghua is an advantage.
• Candidates with more experience will be considered for the Senior Customer Service Executive role.

Required skills

• Customer-focused attitude with excellent communication and interpersonal skills.
• Knowledge of credit card operations and banking services.

The hiring process is subject to the Mandatory Reference Checking Scheme. Only shortlisted candidates will be notified.