Assistant Officer, Specialist, Contact Centre, Consumer Banking, Technology And Operations Jobs at Pune, India Full Time

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Business Function

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 Banks operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Job Purpose

The role is to handle Inbound Calls & Chats for banking and credit card customers at Officer/Asst Officer Grade.
The volume handled per month is ~35,000 Calls & Chats, 8,000 Service Requests, 2000 Social Media Posts & 7000 Emails.
Meet the defined KPIs parameters consistently

Job Duties & Responsibilities

To adhere to professional standards of behaviour & conduct in dealing with customers & fellow staff
To proactively identify opportunities to improve the service performance
Should exemplify and be aligned to DBS culture where the employees are expected to reflect PRIDE values Purposeful, Relationship Led, Innovative, Decisive and all this with a lot of Fun.
To exemplify the values of DBS Asian Service Respectful, Easy to Deal With and Dependable in their interactions with both internal and external stakeholders.
To be aligned to the DBS strategy of Joyful Banking – through Customer Journeys and Digital Banking reach.
Responsible to handle back office processes
Coordinate with immediate supervisor or other personnel as needed to resolve issues not of routine nature
Gather information and examine forms, policies, and other records as provided by customer to make appropriate determination of resolution
Forward suspected fraudulent and questionable Service Request to appropriate personnel
Balance workload based on business needs between paperwork and in-bound chats/calls. Responsible for meeting deadlines and requirement
Build and maintain effective working relationships and support teamwork in meeting company goal
Adhere to processes and guidelines in line with the defined governance standards

Key Accountabilities

To consistently meet the Digital Ops targets set (KPIs) without compromising quality of service delivery
To complete & meet all customers requests as per defined guidelines
To take accountability for KPIs such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), Complaint Management Index (CMI), Average Handling Time (AHT), Individual Productivity & Quality Processing
Respond to inbound chat inquiries and inbound/outbound phone call and effectively consult customers or prospective customers regarding features or any other support required
Provide Chat one-on-one, real time, text/ voice/ video based interactive conversation to customers
Answering or making calls to customers/prospects to learn about and address their needs, complaints, or other issues with products or services.
Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that customers feel supported and valued.
Engaging in active listening with callers, confirming or clarifying information and diffusing angry customers, as needed.
Responsible to handle multiple chat sessions and provide appropriate level of service and issue resolution according to company guidelines while providing a superior customer experience.
Receive and answer customer questions/ complaints and resolve queries related to claims, warranties, and product servicing
Support customer queries from other channels Service Requests, Social Media, Email etc.
Follow standard screens/scripts as appropriate
Maintain and update customer account records as needed
Appropriately escalate customer questions and issues as and when necessary according to guidelines.
This position is for Contact(Call) Centre Agent and their role to start would be to assist customers via Calls & Chats.
It would be 247work environment for both male & female employees.
No Cab arrangement for Office, CSO has to travel self for generic day shifts.

Required Experience

Experience moving between multiple computer screens while entering data
Experience in handling difficult customer chats/conversations, while simultaneously entering data on different screens
Bilingual a plus, preferably with knowledge of Hindi
A minimum of graduate. Professional Certification/ Courses over and above this would be an added advantage
AMFI / IRDA certified
Prior experience in handling MF/Insurance related queries

Education / Preferred Qualifications

Graduate

Core Competencies

Customer Service
Excellent communication skills
Multi-lingual can be an added advantage

Technical Competencies

Basic Typing and MS office knowledge

Work Relationship

Directly reports to Supervisors
Customer Centre Management Team.
Staff across all levels and divisions in Customer Centre
BU/Product Spocs

DBS India – Culture & Behaviors

DBS is committed to building a culture where all employees are valued, respected and their opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Expected value driven behaviors are:
Demonstrate Business Performance through PRIDE Value Based Propositions
Ensure Customer Focus by Delighting Customers & Reduce Complaints
Build Pride and Passion to Protect, Maintain and Enhance DBS Reputation
Enhance Self Knowledge, Skills and develop Competencies aimed at continuous improvement
Maintain the Highest Standards of Honesty and Integrity
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