Virtual Relationship Manager - CBG

Job Description

*CBGAs the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise 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 realise 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 Purpose (In a brief, specific one or two-sentence statement, answer the questions: Why does this position exist and What is it expected to accomplish )

• DBS India Consumer Banking Group including digibank (Retail Banking) and Treasures (Wealth Segment) serves over 2.6 million customers worldwide with a complete range of banking and wealth management services.

It is a business that focuses on quality customer acquisition through multiple acquisition channels, customer-centric value propositions and innovative and efficient distribution channels. DBS has been at the forefront of adapting and incorporating rapid changes in technology to understand and serve customer needs better. Client Experience Specialist -Virtual Banking is a key role within the Consumer Banking Group Business that is responsible for handling all customer requests, facilitate wealth transactions, handle customer grievances for timely redressals and closely work with Business and Operations team to ensure compliance. The role aims to drive customer experience and provide a single window service to DBS IN clients besides aiding customer purchase DBS services and solutions as per the opportunity identified during the client engagement process. This is a dynamic role with an extraordinary opportunity to be a part of the Virtual Banking vertical of DBS that is recognized as the World s Best Bank. Key Accountabilities (List the expected end results or KPIs that the job holder is expected to achieve for this job.)

• To Execute the account opening and wealth transaction processes for DBS IN clients with limited handoffs.
• To consistently meet the set (KPIs) without compromising quality of service delivery
• To complete & meet all customers service requests as per defined guidelines
• 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 above 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.

Job Duties & responsibilities (List the principal duties. Use concise statements that provide a clear understanding of the level of responsibility, complexity, creativity and analysis performed in this position.)

• Responsible for handling all customer related transactions grievances and service requests for accomplishment within the prescribed turnaround time.
• Respond to inbound Call & Live-chat inquiries and effectively consult customers or prospects regarding DBS services and solutions.
• Provide Chat one-on-one, real time, text/ voice/ video based interactive conversation to customers
• 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
• Maintain and update customer account records as needed coordinating with Branch Customer Experience and Operations teams
• 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
• Adhere to processes and guidelines in line with the defined governance standards
• Exercise adequate due diligence to monitor accounts and transactions on an on-going basis and raise it to the appropriate personnel wherever warranted.

Required Experience

• Minimum of 3-4 years of experience in a 24x7 contact centre environment OR in a Back-Office Processing OR Banking OR Financial Services Industry
• Should be willing to work in rotational shifts and experienced in moving between multiple screens and systems while entering the data
• Experience in handling difficult customer chats/conversations, while simultaneously entering data on different screens
• Excellent communication in English & Hindi. Fluency in Regional languages (Marathi / Telugu/Tamil/Bengali) will be an added advantage.
• Candidates without banking experience but has good experience with Customer Experience and Service in Fintech, E-Commerce as well as applications such as Chatbots may also be considered favorably.

Education / Preferred Qualifications

• Minimum qualification of a Graduate. Professional Certification/ Courses in financial services / e-commerce would be an added advantage

Core Competencies

• Excellent service orientation and customer-centricity.
• Effective probing and listening skills.
• Strong Relationship Management and influencing skills
• Good written and verbal communication skills
• Results-orientated & the ability to deliver results under pressure
• Understanding of competitive positioning
• Focused on developing image and good will of DBS brand
• Creative, inquisitive mind with problem solving abilities.
• Ability to deliver results within tight timelines.
• Attention to details, analysing abilities and an outside-in approach to processes and services
• Aptitude for quick adoption of new technology and digital lifestyle
• Experienced in Chatbot / Troubleshooting would be an added advantage

Technical Competencies

• Understanding of phone banking /e-commerce, CRM and such platforms and operational procedures
• Understanding of banking and Para-banking guidelines of RBI would be of advantage
• Understanding of KYC requirements & Anti-money Laundering Policies.
• Knowledge of financial markets and products to assist in meaningful engagement with clients.
• Knowledge of BCSBI code of commitment to customers would be desirable
• Experienced web/social media user
• Proficient in typing accuracy, and speed
• Computing skills with knowledge in Microsoft Word, Excel is essential

Work Relationship

• Direct reporting to Team Lead- Virtual Banking
• Work with peers within team, Centre and from other support and Business Units
• Management of clients and prospects for acquisition, handle query or complaint resolution and entrench client relationship.
• Close interaction with Regional / Cluster teams and Operations to ensure consistent delivery of service standards.

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 2.0 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

, *CBGAs the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise 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 realise 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 Purpose (In a brief, specific one or two-sentence statement, answer the questions: Why does this position exist and What is it expected to accomplish )

• DBS India Consumer Banking Group including digibank (Retail Banking) and Treasures (Wealth Segment) serves over 2.6 million customers worldwide with a complete range of banking and wealth management services.

It is a business that focuses on quality customer acquisition through multiple acquisition channels, customer-centric value propositions and innovative and efficient distribution channels. DBS has been at the forefront of adapting and incorporating rapid changes in technology to understand and serve customer needs better. Client Experience Specialist -Virtual Banking is a key role within the Consumer Banking Group Business that is responsible for handling all customer requests, facilitate wealth transactions, handle customer grievances for timely redressals and closely work with Business and Operations team to ensure compliance. The role aims to drive customer experience and provide a single window service to DBS IN clients besides aiding customer purchase DBS services and solutions as per the opportunity identified during the client engagement process. This is a dynamic role with an extraordinary opportunity to be a part of the Virtual Banking vertical of DBS that is recognized as the World s Best Bank. Key Accountabilities (List the expected end results or KPIs that the job holder is expected to achieve for this job.)

• To Execute the account opening and wealth transaction processes for DBS IN clients with limited handoffs.
• To consistently meet the set (KPIs) without compromising quality of service delivery
• To complete & meet all customers service requests as per defined guidelines
• 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 above 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.

Job Duties & responsibilities (List the principal duties. Use concise statements that provide a clear understanding of the level of responsibility, complexity, creativity and analysis performed in this position.)

• Responsible for handling all customer related transactions grievances and service requests for accomplishment within the prescribed turnaround time.
• Respond to inbound Call & Live-chat inquiries and effectively consult customers or prospects regarding DBS services and solutions.
• Provide Chat one-on-one, real time, text/ voice/ video based interactive conversation to customers
• 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
• Maintain and update customer account records as needed coordinating with Branch Customer Experience and Operations teams
• 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
• Adhere to processes and guidelines in line with the defined governance standards
• Exercise adequate due diligence to monitor accounts and transactions on an on-going basis and raise it to the appropriate personnel wherever warranted.

Required Experience

• Minimum of 3-4 years of experience in a 24x7 contact centre environment OR in a Back-Office Processing OR Banking OR Financial Services Industry
• Should be willing to work in rotational shifts and experienced in moving between multiple screens and systems while entering the data
• Experience in handling difficult customer chats/conversations, while simultaneously entering data on different screens
• Excellent communication in English & Hindi. Fluency in Regional languages (Marathi / Telugu/Tamil/Bengali) will be an added advantage.
• Candidates without banking experience but has good experience with Customer Experience and Service in Fintech, E-Commerce as well as applications such as Chatbots may also be considered favorably.

Education / Preferred Qualifications

• Minimum qualification of a Graduate. Professional Certification/ Courses in financial services / e-commerce would be an added advantage

Core Competencies

• Excellent service orientation and customer-centricity.
• Effective probing and listening skills.
• Strong Relationship Management and influencing skills
• Good written and verbal communication skills
• Results-orientated & the ability to deliver results under pressure
• Understanding of competitive positioning
• Focused on developing image and good will of DBS brand
• Creative, inquisitive mind with problem solving abilities.
• Ability to deliver results within tight timelines.
• Attention to details, analysing abilities and an outside-in approach to processes and services
• Aptitude for quick adoption of new technology and digital lifestyle
• Experienced in Chatbot / Troubleshooting would be an added advantage

Technical Competencies

• Understanding of phone banking /e-commerce, CRM and such platforms and operational procedures
• Understanding of banking and Para-banking guidelines of RBI would be of advantage
• Understanding of KYC requirements & Anti-money Laundering Policies.
• Knowledge of financial markets and products to assist in meaningful engagement with clients.
• Knowledge of BCSBI code of commitment to customers would be desirable
• Experienced web/social media user
• Proficient in typing accuracy, and speed
• Computing skills with knowledge in Microsoft Word, Excel is essential

Work Relationship

• Direct reporting to Team Lead- Virtual Banking
• Work with peers within team, Centre and from other support and Business Units
• Management of clients and prospects for acquisition, handle query or complaint resolution and entrench client relationship.
• Close interaction with Regional / Cluster teams and Operations to ensure consistent delivery of service standards.

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 2.0 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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Keyskills :
salesbankingcustomer servicemiscateringquality of serviceback officephone bankingdue diligencepersonal loanscustomer focusbusiness unitsmicrosoft wordproblem solvingaccount opening