Contact Centre Officer, Consumer Banking

About the role

dbs is hiring a Contact Centre Officer for its Consumer Banking Customer Service Hub in Taipei. The officer acts as the main contact point for customers, handling inbound calls about banking and credit card products, systems and other inquiries, resolving issues and following up on requests. The position is full time, regular schedule, based at the Taipei Hub on the 9th floor.

Key responsibilities

• Handle inbound calls to answer customer questions on banking and credit card products and systems, and resolve customer issues and identified financial transaction or modification requests.
• Perform inbound cross-selling and referrals for banking and credit card products and services aligned with business needs.
• Follow up on customer requests and make outbound calls to reply to customers when necessary.
• Provide solutions to customer concerns promptly and handle complaints, escalating cases to the right parties so they are resolved.
• Gather customer opinions and suggestions and feed them back to supervisors.
• Follow approved operational procedures and control and compliance guidelines, meeting all customer requests within risk, compliance and quality standards.
• Show strong commitment and availability, working to schedule and being ready for short-notice deployment while on standby.