Assistant Officer, Specialist, Contact Centre, Consumer Banking , Technology and Operations

Actively Reviewing the Applications

DBS Bank

On-site

Posted 3 weeks ago • Apply by May 4, 2026

Job Description

Business Function

Group 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 Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Job Purpose

To provide one-stop complaints customer service for live chat (text, voice, and video), phone, mail, fax and electronic communications, backend process activities and fully adhering to regulations and compliance policies
This list is complete but not exhaustive of the type of products and services which a Customer Service staff may meet to manage

Key Accountabilities

To consistently meet the Digital Ops targets set (KPIs) without compromising quality of service delivery
Complete & meet all customers’ requests as per defined guidelines
Adhere to professional standards of behaviour & conduct in dealing with customers & fellow staff
To proactively find 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
Exemplify the values of DBS Service Standards – 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
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 for Email escalations and Service Requests

Requirements

Respond to inbound chat inquiries and inbound/outbound phone call and effectively consult customers or prospective customers about features or any other support needed
Supply 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 workable 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 manage multiple email / service requests sessions and provide proper level of service and issue resolution according to company guidelines with 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, Email
Follow standard screens/scripts as proper
Maintain and update customer account records as needed
Appropriately escalate customer questions and issues as and when necessary, according to guidelines
Responsible to manage 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 proper determination of resolution
Forward suspected fraudulent and questionable Service Request to proper personnel
Balance workload based on business needs between paperwork and in-bound chats/calls
Responsible in meeting deadlines and requirements
Build and keep effective working relationships and support teamwork in meeting company goals
Adhere to processes and guidelines in line with the defined governance standards

Experience

Experience moving between multiple computer screens while entering data
Experience in handling difficult customer interactions, 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 4-6 years of contact centre or social media or complaints management experience
Strong writing skills and diligence

Competencies

Good interpersonal and excellent communication skills (English mandatory)
Good attitude towards and fast adoption of innovative 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 resource product information via tools that are provided to you
Ability to independently research information via the internet
Credit Cards Knowledge is a plus
Outstanding spelling, grammar, and communication skills
Patient, calm and enthusiastic in helping customers
Strong time management and decision-making skills
Adaptability and accountability
Decent multi-tasking skills
Meticulous and resourceful
Willing to work in rotational shifts (NIL night shifts)

Technical Competencies

Proficient in typing accuracy, and speed
Computing skills with knowledge in Microsoft Word, Excel is essential

Work Relationship

Direct reporting to Team Manager
Work with peers within team and from other support and Business Units
en

Primary Location

India-Tamil Nadu-DBS Bank Centre

Job

Customer Service

Schedule

Regular

Job Type

Full-time

Job Posting

Feb 2, 2026, 10:30:00 AM