Specialist, Contact Centre, Consumer Banking, Technology and Operations

Job Description

*Business FunctionTechnology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Banks operational processes and inspire to delight our business partners through our multiple banking delivery channels.Job Responsibilities:
• To consistently meet the Digital Ops targets set (KPIs) without compromising quality of service delivery
• To complete & meet all customers requests as per defined guidelines
• To adhere to professional standards of behavior & conduct in dealing with customers & fellow staff
• To proactively identify opportunities to improve the service performance
• Should exemplify and be aligned to DBS culture where the employees are expected to reflect PRIDE values Purposeful, Relationship Led, Innovative, Decisive and all this with a lot of Fun.
• To exemplify the values of DBS Asian Service Respectful, Easy to Deal With and Dependable in their interactions with both internal and external stakeholders.
• To be aligned to the DBS strategy of Joyful Banking - through Customer Journeys and Digital Banking reach.
• To take accountability for KPIs such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), Complaint Management Index (CMI), Average Handling Time (AHT), Individual Productivity & Quality Processing
• Respond to inbound chat inquiries and inbound/outbound phone call and effectively consult customers or prospective customers regarding features or any other support require
• Provide Chat one-on-one, real time, text/ voice/ video based interactive conversation to customers
• Answering or making calls to customers/prospects to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that customers feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry customers, as needed.
• Responsible to handle multiple chat sessions and provide appropriate level of service and issue resolution according to company guidelines while providing a superior customer experience.
• Receive and answer customer questions/ complaints and resolve queries related to claims, warranties, and product servicing
• Support customer queries from other channels Service Requests, Social Media, Email etc.
• Follow standard screens/scripts as appropriate
• Maintain and update customer account records as needed
• Appropriately escalate customer questions and issues as and when necessary according to guidelines.
• Responsible to handle back office processes
• Coordinate with immediate supervisor or other personnel as needed to resolve issues not of routine nature
• Gather information and examine forms, policies, and other records as provided by customer to make appropriate determination of resolution
• Forward suspected fraudulent and questionable Service Request to appropriate personnel
• Balance workload based on business needs between paperwork and in-bound chats/calls. Responsible for meeting deadlines and requirement
• Build and maintain effective working relationships and support teamwork in meeting company goal
• Adhere to processes and guidelines in line with the defined governance standards
Job Requirement:
• Minimum of one year of experience as a Customer Service Representative in a 24x7 contact centre environment OR in a Back Office Processing Centre in Banking Industry
• Experience moving between multiple computer screens while entering data
• Experience in handling difficult customer chats/conversations, while simultaneously entering data on different screens
• Bilingual a plus, preferably with knowledge of Hindi
• A minimum of graduate. Professional Certification/ Courses over and above this would be an added advantage
• AMFI / IRDA certified
• Prior experience in handling MF/Insurance related queries
• This position is for Contact(Call) Centre Agent and their role to start would be to assist customers via Calls & Chats.
• It would be 247work environment for both male & female employees.
• No Cab arrangement for Office, CSO has to travel self for generic day shifts
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Keyskills :
quality of serviceback office processingback officesocial mediacustomer serviceissue resolutioncustomer journeyscomplaint management