Senior Officer/Officer, Customer Centre, Consumer Banking (Personal Banking)
Core
First point of contact for customers via phone, email, social media, and chat to handle product/service enquiries, implement cross-buy initiatives, and resolve issues.
Role type
Senior Customer Service Executive (Consumer Banking)
Builds
Customer experience and retention through multi-channel support and proactive cross-selling.
Domain
Consumer Banking / Personal Banking
Deliverable
dashboards & analysis
Required skills
Problem-solving, multi-channel communication, cross-selling, operational risk control, compliance adherence, shift work flexibility
Preferred skills
Credit card operations knowledge, banking services expertise, Putonghua fluency
Technologies
Phone systems, live chat platforms, offline messaging tools, email systems
Responsibilities
Respond to product and service enquiries via phone, live chat, offline messaging, and emails; assist customers at varied skill levels to implement inbound cross-buy initiatives; meet individual scorecards for call volume, availability, service level, and customer satisfaction; attract and retain customers by answering queries and providing suggestions; work collaboratively with teammates to solve customer issues quickly; report customer complaints and escalate issues to prevent churn; maintain operational risk control and compliance in accordance with DBS or regulatory standards.
Seniority
Senior, experienced IC