Senior Associate, Business Care Premier Service, Operations

Business Function
DBSI T&O is the backbone that supports the bank as the central of operations and technology. With the spirit of OneTeam and PRIDE! Value, we serve Institutional Banking Operations and Consumer Banking Operations, manage Customer Centre and IT, provide Group Procurement and Corporate Real Estate, coordinate bank-wide Business Continuity Management program and framework, and deliver service quality for Digibank and IBG/GTS. Our Technology & Operations organization is a vital strategic partner to the business in providing competitive advantage that propels DBSI towards being the Best Bank for a Better World (#B3W).

Responsibilities: ​

• Serve as the primary point of contact for corporate customers, effectively resolving
• inquiries, issues, and requests across various channels while ensuring high levels of
  satisfaction.
• Adhere to established operational procedures, maintain accurate customer records, and ensure compliance with all relevant policies, including data security and escalation protocols.
• Determine customer requirements and provide accurate information, support, and solutions.
• Resolve customer inquiries and issues efficiently and effectively via call, email, and chat channels.
• Fulfil customer requests and escalate complex matters to appropriate support teams when necessary.
• Conduct thorough analysis and investigation as part of the customer resolution process.
• Maintain and update customer databases with accurate and relevant information.
• Liaise and collaborate with internal stakeholders, including support teams, to ensure seamless customer service delivery.
• Consistently meet and exceed established quality assurance and customer service metrics, ensuring a high level of customer satisfaction in all interactions. This includes adhering to call handling procedures, response times, and communication protocols.
• Proactively engage in ongoing training and professional development to stay updated on product knowledge, service offerings, and company policies. Actively contribute to and utilize knowledge base resources to ensure consistent and accurate information delivery.
• Strictly adhere to data privacy and security protocols, ensuring the confidentiality and protection of sensitive customer information in all communications and record-keeping.
• Effectively manage workload and prioritize tasks to ensure timely resolution of customer inquiries and requests, contributing to overall contact center efficiency.