Analyst Contact Centre Specialist
DBS Bank Ltd is a Singapore-based bank providing personal, SME, corporate, institutional, wealth management, financial markets, and digital banking services. Its clients include consumers, small and medium-sized businesses, corporations, and institutional customers.
About DBS Bank Ltd
DBS Bank Ltd provides banking products and services including accounts, cards, insurance, loans, investments, digital banking, payments, trade finance, foreign exchange, commodities, investment solutions, and derivatives clearing. Through its SME business, it supports businesses with financing, cash-flow management, online banking through DBS IDEAL, sustainability programmes, and business-growth initiatives. The bank serves personal customers, SMEs, corporate and institutional clients, and wealth-management customers across its regional markets.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will serve as a first point of contact for customers by phone, email, social media, and chat. You will handle banking enquiries and transactions, support cross-buy initiatives, meet service scorecards, resolve and escalate issues, report complaints, and maintain operational risk and compliance controls.
Requirements
- Post-secondary education or above
- Qualification to carry out Types 1 and 4 regulated activities under the Securities and Futures Ordinance
- Call-centre or banking-industry experience is an advantage
- Knowledge of credit-card operations and banking services is an advantage
- Communication and interpersonal skills
- Written and spoken English and Chinese
- Putonghua fluency is an advantage
- Ability to work shifts on weekends and public holidays
Responsibilities
- Respond to product and service enquiries through phone, live chat, offline messaging, and email
- Place securities trading orders and process initial public offering applications
- Handle credit-card and consumer-banking enquiries
- Support inbound cross-buy initiatives
- Meet call-volume, availability, service-level, and customer-satisfaction scorecards
- Answer customer queries and provide suggestions
- Collaborate with teammates to resolve customer issues efficiently
- Report complaints and escalate issues when necessary
- Maintain operational risk control and compliance with bank and regulatory standards