Business Function Institutional Banking Group ("IBG") provides corporate customers with a comprehensive range of commercial banking products and services, including cash management, 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 customers in the region, based on account relationship management, service differentiation, product development, and rigorous credit standards.
Responsibilities:
- Follow up on general complaints and feedback from customers, investigate, and resolve customer complaints to meet business and customer expectations.
- Ensure each interaction with our customers 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 sensitive situations to ensure satisfactory resolution for both the customer and the business.
- Work with internal departments to gather information, investigate complaints, and always provide the customer with a professional service.
- Make decisions on the merits of complaints and communicate outcomes clearly to customers in writing or by telephone.
- Prepare periodic statistics and management reports.
- Responsible for supporting customer services in IBG and assisting with ad-hoc projects.
Accountabilities:
- Work closely with internal business partners to enhance the channel delivery platform and 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 a related discipline.
- At least 5 years of experience providing business management support on customer journey and corporate complaint 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 attitude, able to meet tight deadlines and work under pressure.
- Good team player with sound interpersonal and communication skills.
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