Contact Centre Officer – Consumer Banking, Technology & Operations

About the role

dbs is hiring a full-time Contact Centre Officer in its Taipei hub (9th floor) for consumer banking, technology and operations. The officer acts as the main contact point for the bank, handling inbound customer service and resolving customer issues while following approved procedures and compliance standards.

Key responsibilities

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