Associate, Specialist, Digital Channel Customer

**Business Function**

As 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.

Digital revolutions are set to change 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.

Our new digital banking initiative will focus on creating innovative products and services to integrate banking into our customers' digital lifestyle.

**Key Accountability**
- Management of day-to-day digital customer issues and system support to achieve customer satisfaction and friction less experience on our digital channels
- Perform troubleshooting, logging of incident tickets, support investigations and ensure timely closure of issues with Tech
- Define business requirements for digital channel enhancements to address customer journey gaps, review functional specifications and participate/sign off on live verification
- Perform and support activities such as updating system scheduled maintenance and providing timely customer communications and user training.
- Formulate customer management and engagement strategies to drive customer satisfaction.
- Provide post-implementation support to ensure all issues are escalated and resolved in a timely manner.
- Liaise with touch points on customer resolutions and/or service recovery on timely manner.
- Monitor the Voice of Customers feedback channels to identify areas for improvement, define short term action points and permanent fixes to remove pain points.

**Responsbilities**

Customer Issues & System Support
- Provide investigation support, track and monitor of reported customer issues escalated from front-office.
- Ensure reported issues are resolved timely, and any critical issues are timely escalated /communicated to stakeholders.
- Work closely with front-office and technology team to provide detailed customer issue and information to assist them with timely investigation, impact assessment, resolution, and root cause analysis (RCA).
- Initiate periodic meeting with technology and business partners to review and follow up on all open production tickets relating to digital channel services.
- Collaborate with cross functional technology & business partners to help speed up resolution of complex issues.
- Where applicable, collaborate with cross functional technology & business partners (including Operations, Contact Centre, Marketing, IT, Finance, Legal, Compliance, Risk, Operations and others) to drive service recovery.

Servicing & Customer Experience Management
- Review customer satisfaction through tracking of support demand, issue resolution turnaround time and monitoring Voice of Customers from feedback channels.
- Identify negative customer impact through review of channel capacity, availability, and performance with technology team.
- Drive analysis through data collated and identify process improvement or enhancement plans to reduce negative customer impact and improve overall customer satisfaction.
- Collaborate with journey owners to resolve identified customer journey gaps.
- Drive and execute channel process improvements to achieve operational excellence and better employee journeys.

Lead Initiatives to reduce negative customer impact
- Define business requirements for digital channel enhancements, review functional specifications and participate/sign off on User Acceptance Testing (UAT) along with processes and documentation.
- Liaise with internal teams to ensure UAT testing and live verification timelines are performed and met

**Requirements**:

- Minimum 2 - 5 years’ experience in the customer service and production support or banking industry preferably with strong knowledge on retail products
- Experienced in digital channel management, gathering business requirement and performing user testing and verifications
- Good understanding of banking products and related processes
- Excellent communication skills with the ability to instantly connect with people and manage ongoing relationships for positive outcomes
- A positive attitude in the work is a must
- Customer-centric and think out of the box
- Strong and effective communicator.
- Ability to analyse and resolve problems with the use of data and customer feedback.
- Self-motivated with a strong sense of ownership and accountability.

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

**Primary Location**: Singapore
**Job**: Digital
**Schedule**: Regular
**Employee Statu