Analyst, Specialist, Contact Centre, Consumer Banking

Job Description

*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 channelsJob Purpose
• To provide one-stop customer service for social media posts, and electronic communications, backend process activities and to cross sell bank s products and services without compromising on risk and fully adhering to regulations and compliance policies
• To handle and address the grievances received from the customers
• Role includes assisting customers with various enquiries and requests on core banking products
• Increase overall positive sentiment by managing conversations in social space
• This list is complete but not exhaustive of the type of products and services which a Customer Service staff may encounter to handle
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 adhere to professional standards of behaviour & conduct in dealing with customers & fellow staff
  • To proactively identify opportunities to improve the service performance
  • Provide appropriate response basis the type of enquiry within the stipulated response time as per SLA
  • Escalate to next level (as applicable) of internal stakeholder for resolution/ official response to all posts
  • 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.
  • 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, SM SL, Complaint SL
Job Duties & responsibilities
• Continuous monitoring / tracking the repute of the brand on various outlets, e.g., search engines, blogs & social communities, consumer forums etc.
• Commenting positively on the most influential/negative forums and comments
• Specialize in prevention and repair of the online reputation sentiments
• Investigating the facts about the comments and sentiments. Understand the level of the sentiments and analyse and manage online Identities
• Respond to social media inquiries using a written voice that creates a positive connection in a professional, friendly, and timely manner
• Monitor listening posts and identify trends or threats to the customer experience or our brands
• Respond to the queries of the customer in appropriate manner
• Respond to inbound chat inquiries and inbound/outbound phone call and effectively consult customers or prospective customers regarding features or any other support required
• 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 requirements
• Build and maintain effective working relationships and support teamwork in meeting company goals
• Adhere to processes and guidelines in line with the defined governance standards
We are looking for a result driver professional who has:
• Minimum of one year of experience as a Customer Service Representative in a 24x7 contact centre environment OR in a Back Office Processing Centre in Banking Industry
• 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
Education / Preferred Qualifications
• A minimum of graduate. Professional Certification/ Courses over and above this would be an added advantage
• Minimum 1-2 years of contact centre social media experience in a Soft Skill driven environment
• Strong writing skills and attention to detail, with exposure to social media platforms Twitter, Instagram, and Facebook
We want collaborative and analytical team players like you who has:
• • Good interpersonal and excellent communication skills English mandatory.
  • Good attitude towards and fast adoption of new technology and digital lifestyle
  • Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
  • Ability to type at least 50WPM with 0 errors
  • Ability to multi-task handling 3 chats concurrently
  • Ability to resource product information via tools that are provided to you
  • Ability to independently research information via the internet
  • Able to work under pressure in a fast-paced, high-volume environment.
  • Outstanding spelling, grammar, and communication skills
  • Patient, calm and passionate in assisting customers
  • Strong time management and decision-making skills.
  • Adaptability and accountability.
  • Decent multi-tasking skills
  • Meticulous and resourceful
  • Flexible to Working Hours Willing to work in rotational shifts
Technical Competencies:Experienced web/social media userProficient in typing accuracy, and speedComputing skills with knowledge in Microsoft Word, Excel is essentialKnowledge of Reputational Risk Management & Internal Control Guidelines.Basic Knowledge and usage of Social Media Tools.Experience in working with various tools for tracking and sentimentWork Relationship: Build and Manage RelationshipsDirect reporting to Team ManagerWork with peers within team, Centre and from other support and Business Units,

Keyskills :
quality of serviceback office processingback officesocial mediacore bankingwriting skillssearch enginesmicrosoft wordrisk managementtime management