Senior Officer, Digital Service Specialist, Customer Segments, Consumer Banking Group
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 proactively reach out to customers who have started but not completed digital applications and help them finish the process. You will explain digital services, account features and identity verification steps, track case progress and record customer feedback. You will analyse common issues and process breakpoints, help improve scripts, FAQs and workflows, and prepare service reports while following compliance and data protection standards. This is an office-based customer service role.
Requirements
- College diploma or above, any major
- 3+ years of experience in banking, financial services, call center, digital service, CRM or phone service
- Customer service and problem-handling skills
- Good communication and listening skills
- Case tracking and time management skills
- Proficiency in Word, Excel, PowerPoint; reporting or data analysis a plus
- Strong compliance, risk awareness and data protection mindset
- Teamwork skills
- Proactive, detail-oriented and quick learner
Responsibilities
- Contact customers with incomplete digital applications and assist with next steps
- Explain and guide customers through digital application, account activation, identity verification and system issues
- Provide information on digital services, account functions and benefits
- Track case progress and record contact results, feedback and reasons for non-completion
- Analyse common issues and process breakpoints to identify improvement opportunities
- Help optimise service scripts, FAQs, workflows and digital service content
- Perform customer identity verification and case handling in line with compliance and data protection requirements
- Collaborate with digital service, operations and customer service teams on cross-unit cases
- Compile service performance, case progress and feedback reports
- Take on other customer service and digital process tasks as needed
Benefits
- Fixed two-day weekend
