Business Function
Corporate and Investment Banking provides corporate customers with a full range of commercial banking products and services, including cash management services, current accounts, time deposits, trade finance, working capital finance, term loans and foreign exchange. Through our continued commitment, DBS has cultivated long-standing relationships with its customers in the region that are based on account relationship management, service differentiation, product development and rigorous credit standards.
Responsibilities
• Follow up general complaints and feedback from customer and investigate and to resolve customer complaints to meet business & customer's expectations
• Ensure that each interaction with our customer exceeds their expectations and delivers real customer service;
• Take responsibility for each customer and be accountable for their end-to-end journey through the complaint process;
• Communicate effectively with customers and colleagues in complex or very sensitive situations to ensure satisfactory resolution for both the customer and the business;
• Work with internal departments and gather information to investigate complaints and always provides the customer with a professional service;
• Make a decision on the merits of the complaints and communicate outcomes clearly to customers in writing or by telephone;
• Prepare periodic statistics and management reports;
• To be responsible for the support of customer services in IBG and support ad hoc projects
Accountabilities
• Work closely with internal business partners to enhance the channel delivery platform to ensure quality customer journey and experience
• Lead and monitor service quality through business process re-engineering and system enhancement
Requirements:
• Degree holder in Business or related discipline
• At least 5 years with good experience on providing business management support on customer journey, corporate complain handling
• Good grounding in general banking operations and services
• Good command of spoken and written Chinese and English
• Complaint handling experience is desirable
• Proactive and positive to work, able to meet tight deadlines and work under pressure
• Good team player with sound interpersonal and communication skills
• Good command of written and spoken English and Chinese
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