Job Description

Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank\'s operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Role Overview

To deepen and strengthen customer relationships through exemplary service and to uphold the best-in-class service standards.

Interact with internal & external customers to answer queries and resolve service requests related to Corporate Banking products

Partner with internal various teams to resolve all customer queries / requests and ensure SLA are duly met.

As a Voice of Customer, to work closely with Operation Managers/team members, product owners or business to identify the areas of improvement based on customer enquiries landscape

Responsibilities

Own and resolve customers issues/enquiries, from the point of receipt to closure

Review root cause, track internal follow-up to ensure issues are resolved on a permanent basis

Fulfil Service Level Agreement (SLA) requirements

Manage customers relationships. This includes both internal and external customers

Provide customer support (phone/SR/e-mail) and resolution to customers? production issues in a timely manner.

Review support / incident calls for root cause analyses.

Co-ordinate with vendor to resolve customers problems

Update the tracking spreadsheet, call logs, incident reports, for all implementation issues and customers enquiries.

Compile required statistics for reporting Any other project/work as assigned

Requirements

Degree or diploma holder with experience in relevant Customer Facing role is an added advantage

Minimum 2-3 years of back office experience in handling Remittances, Corporate Loans, Letter of Credit, Documentary Collections and Trade Financing is an added advantage

Good listening and probing skills

Confident in speaking to corporate clients and senior executives of large corporations

Meticulous in documentation, decent level of multi-tasking skills and excellent follow up skills to juggle multiple cases

A fast learner, resourceful with good problem-solving ability. Able to think creatively to provide solutions for customer issues and critically when analyzing issues

Good communication skills in both written and verbal communication

Proficient in MS Office especially in Microsoft Word, Excel

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We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

DBS Bank