Senior Officer, Contact Centre (Licensed), Consumer Banking

About the role

DBS is hiring a Senior Officer for its Contact Centre (Licensed) within Consumer Banking, based at Two Harbour Square. The role is the first point of contact for customers, engaging them by phone, email, social media and chat. It is a regular, full-time position with no sales target.

Key responsibilities

• Provide a one-stop service responding to product and service enquiries, including placing securities trading orders, processing initial public offering applications and handling enquiries on credit cards and consumer banking products.
• Assist customers at varied skill levels to implement inbound cross-buy initiatives proactively.
• Meet individual scorecards for call volume, availability, service level and customer satisfaction.
• Answer queries and give suggestions that help customers succeed in the short and long term.
• Work with teammates to resolve customer issues quickly and efficiently, report complaints and escalate issues to prevent churn.
• Maintain operational risk control and compliance in line with DBS or regulatory standards.

Required profile

• Post-secondary education or above, preferably a degree.
• 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; 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. The hiring process is subject to the Mandatory Reference Checking Scheme. Only shortlisted candidates will be notified.