Officer, Specialist, Contact Centre, Corporate Banking, Technology & Operations

Key Responsibilities Serve as the primary point of contact for dissatisfied customers, demonstrating empathy and a commitment to resolving concerns on the first contact. Conduct thorough investigations into complaints that cannot be resolved immediately, gathering information from relevant bank units and employees to ensure a comprehensive understanding of the issue. Manage the complaint process from the initial contact to the final resolution, ensuring a seamless and efficient experience for the customer. Identify trends and patterns in customer complaints, and work collaboratively with the team to implement process improvements and enhance the overall customer experience. Maintain detailed records of all customer interactions and complaint resolutions, ensuring compliance with internal policies and regulatory requirements. Provide regular updates and reporting to management on the status of customer complaints and the effectiveness of the complaint resolution process. Requirements Strong communication and interpersonal skills, with the ability to effectively engage with customers, colleagues, and stakeholders at all levels. Excellent problem-solving and analytical skills, with the ability to quickly identify the root cause of issues and develop effective solutions. Demonstrated ability to work independently and as part of a team, with a focus on delivering high-quality customer service. Proficient in the use of relevant software and systems, with the ability to maintain accurate records and generate reports as required. Thorough understanding of the banking industry, regulatory requirements, and best practices in customer complaint management. Location: Chennai-DBIL Job: Customer Service Schedule: Regular Employee Status: Full time DBS is more than a bank — we're shaping the future of finance and communities. With innovation at our core and impact in our DNA, we go beyond banking to build careers, relationships, and a better world. DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. Recognised for its global leadership, DBS has been named “World’s Best Bank” by Global Finance, “World’s Best Bank” by Euromoney and “Global Bank of the Year” by The Banker. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia” award by Global Finance for 15 consecutive years from 2009 to 2023. DBS provides a full range of services in consumer, SME and corporate banking. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets and is committed to building lasting relationships with customers. With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities.