Customer Service Executive, Branch Banking

About the role

DBS Consumer Banking Group, the leading bank in Asia, is hiring an Analyst / Senior Officer, Customer Service Executive for its Branch Banking unit within the Consumer Banking Group. The role sits in DBS Asia Central and involves handling over-the-counter transactions, advising customers and driving service excellence.

Key responsibilities

• Handle over-the-counter transactions efficiently and accurately.
• Assist customers' enquiries and meet DBS service delivery standards to achieve customer satisfaction.
• Prospect and introduce customers to the Bank's products and services.
• Market and advise customers on general insurance.
• Educate and migrate customers towards the digital platform.
• Drive service excellence in customer satisfaction, wait times, problem resolution and feedback, escalation and complaints.
• Escalate issues to management in a timely fashion and ensure compliance with regulatory requirements.

Required profile

• Minimum diploma qualification.
• Experience delivering excellent customer journeys; prior experience in the financial services sector is ideal.
• Ability to work in a fast-paced environment, with excellent interpersonal and communication skills.
• Meticulous, a good team player, highly adaptable and able to handle ambiguity.
• Ability to adapt to new ways of working through digital systems and tools such as the Branch Connect system.
• Certification in BCP (Basic Insurance Concepts & Principles) and PGI (Personal General Insurance) is required; candidates must complete both certifications if selected.

Working conditions

• Working hours Monday to Friday and half-days on Saturday; off in lieu is granted for Saturday work.
• Regular schedule.