Senior Officer 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 contact customers who have not completed digital applications and guide them through account activation, identity verification, data submission, and system use. You will record and track cases, analyze service feedback, improve processes and FAQs, prepare reports, and ensure compliant handling of customer information.
Requirements
- At least three years of experience in banking, financial services, contact centers, digital services, customer relationship management, or telephone service
- Customer service and problem-solving skills
- Communication and listening skills
- Case tracking and time-management skills
- Knowledge of Word, Excel, and PowerPoint
- Data reporting or analysis skills are preferred
- Knowledge of compliance, risk awareness, personal-data protection, and standard operating procedures
- Experience with banking digital services, application-process tracking, customer journeys, or process improvement is preferred
Responsibilities
- Contact customers who have not completed digital application processes
- Guide customers through digital applications, account activation, identity verification, data submission, and system use
- Explain digital services, account features, and customer entitlements
- Track case progress and record contact outcomes, feedback, and follow-up status
- Analyze common customer issues, process interruptions, and service feedback
- Improve service scripts, FAQs, workflows, and digital-service content
- Verify customer identity and handle cases in accordance with controls, regulations, and data-protection requirements
- Collaborate with digital service, operations, customer service, and other internal functions
- Prepare service performance, case-progress, and customer-feedback reports
- Perform additional customer-service and digital-process tasks as needed
Benefits
- Fixed two-day weekend
