Job Purpose

To Manage customer service for MSME Clients
Ensure Best in class customer experience, handhold customer for transaction and closely work with operations to ensure timely processing of transaction

Key Accountabilities

Ensure NTB relationships of SME are engaged in a timely manner which will deepen wallet share & ensure quick activation
Report all Suspicious Transactions to regional head and head customer experience
Maximise customer satisfaction, retention and cross sell opportunities by maintaining Top Of the Class&rdquor service standards in all client interactions (both internal clients and external clients)

Maintain high level of knowledge across Cash Management Products, Trade Products. Is expected to possess a good understanding of banking operating modules and should also be well versed with FEMA guidelines
Ensure customer concerns and complaints are satisfactorily resolved within the committed timelines

Responsible for managing face to face interactions with walk-in customers at the counter and initiate telephonic interactions with other key influencers and stake holders towards superior service delivery

Coordinate with Trade Operations / Service Desk for all queries relating to L/C's, Guarantees, Buyers Credit etc.. and so also on other Cash Backed Products
Ensure the customer transactions as processed by operations as per laid down operating procedures and with strict adherence to the laid down TAT's
Comply with all internal process and compliance guidelines

Job Duties & Responsibilities

Ensure NTB relationships of SME are engaged in a timely manner which will deepen wallet share & ensure quick activation
Report all Suspicious Transactions to regional head and head customer experience
Maximise customer satisfaction, retention and cross sell opportunities by maintaining Top Of the Class&rdquor service standards in all client interactions (both internal clients and external clients)
Maintain high level of knowledge across Cash Management Products, Trade Products. Is expected to possess a good understanding of banking operating modules and should also be well versed with FEMA guidelines
Ensure customer concerns and complaints are satisfactorily resolved within the committed timelines
Responsible for managing face to face interactions with walk-in customers at the counter and initiate telephonic interactions with other key influencers and stake holders towards superior service delivery
Coordinate with Trade Operations / Service Desk for all queries relating to L/C's, Guarantees, Buyers Credit etc.. and so also on other Cash Backed Products
Ensure the customer transactions as processed by operations as per laid down operating procedures and with strict adherence to the laid down TAT's
Comply with all internal process and compliance guidelines

Requirements

Minimum 2 to 3 years of customer's service experience in banking / financial services industry
Prior experience of banking and financial services will be preferable and an added advantage

Education / Preferred Qualifications

Graduate / Post Graduates from Reputed Institutes

Core Competencies

Be a self starter and a Go getter
Good understanding of the sales process, sound technical knowledge of Banking Operations and Processes
Good customer and relationship management skills
Good interpersonal and communications skills
Good problem solving, planning & organising skills
High Emotional Intelligence required to connect with and help customers. Ability to think aloud and empathise with customers

Technical Competencies

Sound understanding of cash management & trade products and associated technology platforms and operational procedures
Understanding of regulatory guidelines on banking by RBI (local regulations in India) and local laws and regulations that impact businesses in general. Understanding of KYC requirements are critical
Knowledge of financial markets and products to assist in meaningful dialogue with clients
Strong understanding of KYC requirements and Anti money laundering policies

Work Relationship

Possess good working relationship and a high degree of team spirit and cooperation with relationship groups, viz., RMs as well as service partners in the bank such as Product Mgt, Operations, Finance, Legal etc, so as to ensure seamless delivery of products to our clients and business growth and smooth functioning of the branch as a whole
Establish rapport with our corporate clients so as to win their business, confidence and trust
Work closely with Sales and Product teams in India

DBS India - Culture & Behaviors

Drive Performance Through Value Based Propositions
Ensure Customer Focus by Delighting Customers & Reduce Complaints
Build Pride and Passion to Protect, Maintain and Enhance DBS Reputation
Enhance Knowledge Base, Build Skill Sets & Develop Competencies
Invest in Team Building & Motivation through Ideation & Innovation
Execute at Speed While Maintaining Error Free Operations
Develop a Passion for Performance to Grow Talent Pool
Maintain the Highest Standards of Honesty and Integrity

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.

Primary Location

India-Maharashtra-Mumbai

Job

Customer Service

Schedule

Regular

Job Type

Full-time

Job Posting

Mar 17, 2025, 2:30:00 AM

Officer, Generalist, Client Services, Small Medium Enterprises