Associate, Digital Channel Support Specialist, Consumer Banking Group
2 weeks ago
Business Function
Digital revolutions have changed the way we live, work and play. That’s why we’ve spared no effort in ensuring we are at the forefront of this new generation. The Digital Banking team continues to play an instrumental role in DBS's push in the innovation space. We lead the digital strategy for consumer banking and build the foundations critical for the desired digital customer journey. We are seeking a self-motivated individual who is customer centric, can improve customer satisfaction on our digital channels incident resolutions and able to contribute fresh ideas to better serve our digital communities.
**Responsibilities**:
- Provide investigation support, track and monitor of reported customer issues escalated from frontliners.
- Ensure reported issues are resolved timely, and any critical issues are timely escalated /communicated to stakeholders.
- Work closely with frontlines (CCTR, Branches) to ensure detailed customer issue and information are obtained to assist our Technology partners to be able to perform timely investigation, impact assessment, resolution, and root cause analysis (RCA).
- Initiate & led meetings with technology and product partners to review and follow up on high risk / trending production tickets impacting digital channel services.
- Collaborate with cross functional technology & product partners to help speed up resolution of complex issues.
- Collaborate with journey owners to resolve identified customer journey gaps.
**Requirements**:
- Minimum 3 years’ experience in the customer service and production support or banking industry preferably with strong knowledge on retail products
- Experienced in Digital Channel incident management, and understanding customer digital banking journeys
- Good understanding of banking products and related processes
- Excellent communication skills with the ability to connect with people and manage ongoing relationships for positive outcomes, and communicate complex issues concisely
- Customer-centric, understanding / appreciation of importance of customer journeys
- Perform data analysis to identify and resolved problems
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
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