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New Require for - Video KYC Team Lead

1.00 to 4.00 Years   Pune   03 Oct, 2022
DBS Asia Hub 2
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

    *As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realize their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realize their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business they were made just right for you. Job Duties & responsibilitiesAll required disposition and interactions with customer to be duly recorded / documented in the relevant system. Continuously review the internal monitoring process and identify areas of improvement. To consistently meet the set (KPIs) without compromising quality of service delivery Ensure your team acts as backup for client servicing for VRM unit. To adhere to professional standards of behaviour & conduct in dealing with customers & fellow staff To proactively identify areas to improve the service performance with opportunities to enhance the wallet share of clients. Ensure benchmark performance on Quality Scores, First Contact Resolution (FCR), Customer Satisfaction (CSAT), Complaint Management Index (CMI), Average Handling Time (AHT), Individual Productivity & Quality Processing Establish and implement due diligence checks to ensure strict adherence to DBS sales processes and fair dealing norms. Publish timely and accurate MIS for effective business tracking Proactively address the client requirements and respond to complaints or enquiries within the prescribed timelines to ensure a delightful customer experience. Responsible for appropriate level of service and issue resolution according to company guidelines while providing a superior customer experience. Follow standard screens/scripts as appropriate Coordinate with immediate supervisor or other personnel as needed to resolve issues and escalate wherever necessary Build and maintain effective working relationships and support teamwork in meeting the VRM channel business objectives Exercise adequate due diligence to monitor accounts and transactions on an on-going basis and raise it to the appropriate personnel wherever warranted.,

Keyskills :
quality of servicedue diligencepersonal loansclient servicingconsumer bankingchannel businessissue resolution

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