Key Accountabilities
Embed service culture for all customer touchpoints particularly complaint resolution and client communication.
Job Duties & responsibilities
- Providing service to Embassy accounts and diplomats.
- Closely working with Embassy RM’s on day to day basis.
- Take ownership and be accountable for all customer service requests / issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time-
- Embed the service culture for all customer touchpoints particularly complaint resolution and client communication
- Ensure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediately
- Increase customer satisfaction scores - Minimum CSS and Problem Resolution scores of 4.1 for the Cluster, brand awareness and customer preference indicators
- Support the CSOs (Client Service Officers) on daily BAU as per requirement
- Co-ordinate with support functions for ad-hoc banking related requirement received from clients
- Customer service lobby management (client walk-ins) Diplomats and Embassy bearers
- Maintain and grow relationships with each Treasure client by ensuring and establishing individual connect outside of CCM
- Account Opening and static data STP to be maintained at >80% or as per targets decided by Senior Management.
Resolution of all branch requests and enquiry within stipulated TATs
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Required Experience
Minimum 6-7 years of front line client experience with a leading bank or financial institution.
Education / Preferred Qualifications
Graduate/Postgraduate
Core Competencies
- Take ownership and be accountable for all customer issues: updating CRM, end to end customer complaint journey management; first time resolution, doing things right the first time-
- Embed the service culture for all customer touchpoints particularly complaint resolution and client communication
- Ensure risk and governance factors of the branch are always monitored and addressed. Potential breaches must be highlighted immediately
- Increase customer satisfaction scores - Minimum CSS and Problem Resolution scores of 4.1 for the Cluster, brand awareness and customer preference indicators
- Support the CSOs (Client Service Officers) on daily BAU as per requirement
- Co-ordinate with support functions for ad-hoc banking related requirement received from clients
- Customer service lobby management (client walk-ins) for Diplomat and Embassies
- Maintain and grow relationships with each Diplomat client by ensuring and establishing individual connect outside of CCM
- Account Opening and static data STP to be maintained at >80% or as per targets decided by Senior Management.
- Resolution of 95% of branch requests and enquiry within stipulated TATs
Ensure resolution of 100% complaints within 1 day
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Technical Competencies
- Should have knowledge on banking terminologies, branch banking processes, digital banking, UPI
Should be well versed with MS -Office applications like WORD, EXCEL, POWER POINT
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Work Relationship
- Complete all pending risk reviews, CRM, AML, Re-KYC, EWSS & Surveillance alerts and ensuring no alerts remain over-due.
- Ensure all Embassy and Diplomat clients are given priority processing and attention
Ensure timely closure of Deferrals taken within the stipulated timelines
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DBS India - Culture & Behaviors
- Performance through Value Based Propositions
- Ensure customer focus by delighting customers & reduce complaints
- Build pride and passion to protect, maintain and enhance DBS’ image and reputation
- Enhance knowledge base, build skill sets & develop competencies
- Execute at speed while maintaining error free operations
- Maintain the highest standards of honesty and integrity
Location:
Mumbai
Job:
Customer Service
Schedule:
Regular
Employee Status:
Full time
