Senior Officer, Customer Centre (Licensed), Consumer Banking

About the role

DBS is looking for a Senior Officer for its Customer Centre (Licensed) in Consumer Banking, based in One Island East. The role is the first point of contact for customers, engaging them by phone, email, social media and chat. It is a regular schedule position within Technology and Operations, which manages the bank's operational processes across its delivery channels.

Key responsibilities

• Provide a one-stop service responding to product and service enquiries, including securities trading orders, initial public offering applications and credit card and consumer banking enquiries, by phone, live chat, offline messaging and email.
• 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.
• 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 when necessary to prevent churn.
• Maintain operational risk control and compliance in line with DBS or regulatory standards.
• No sales target is required.

Required profile

• Post-secondary education or above; 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 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 level.

Required skills

• Knowledge of credit card operations and banking services is an advantage.
• Excellent communication and interpersonal skills.

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