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Senior Associate, Generalist, Service Excellence, Consumer Banking

DBS Bank (Hong Kong) Limited Hong Kong
Posted 1 month ago Permanent Competitive
See job description for details
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.
Reporting to team lead of Customer Feedback Managment, you will be responsible for handling complaints received from different channels, including arrange verbal and written reply to customer, and complying with internal and regulatory (e.g HKMA IC-4) requirements. You would be required to conduct investigation on complaints and identify the root cause of the case, and provide recommendations for the case resolution if appropriate. You also need to share feedback to stakeholders to enhance customer journey and experience if identify any issue from process improvement aspect, mitigate risk from the bank to avoid the concurrency of similar complaints. You are expected to maintain a positive, empathetic and professional attitude toward customer and stakeholders at all times.

Responsibilities
• Help to lift up the overall performance of the department
• Lead / influence related parties including colleagues within and beyond the team, including business partners, to handle customer complaints in a professional & timely manner, and meeting internal & external requirements
• Provide diagnosis of problems identified during complaint investigation to facilitate service improvement initiatives
• Escalate complaints with great impact to appropriate parties on complaint handling process management
• Review and propose revision / refinement of the Complaints Handling Operation Manual
Requirements
• University degree in Business Administration or a related discipline
• High demand on numeric and analytic skill
• 1-3 years of relevant experience in credit card, lending or banking industry, preferably at analytic role
• Excellent interpersonal skills and an ability to communicate effectively (verbal & written)
• Able to handle multiple tasks, attention to details and meet tight deadlines under pressure
• Proficiency in both English and Chinese

Apply Now

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

We regret only shortlisted candidates will be notified.

Job ID  WD63323
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