Associate/Senior Associate, Business Support (Complaint Handling) Corporate Banking

Business Function

Corporate and Investment Banking provides corporate customers with a full range of commercial banking products and services, including cash management services, current accounts, time deposits, trade finance, working capital finance, term loans and foreign exchange. Through our continued commitment, DBS has cultivated long-standing relationships with its customers in the region that are based on account relationship management, service differentiation, product development and rigorous credit standards.

Responsibilities

• Coordinate and handle corporate general complaint/feedback;
• Investigation and resolution of customer complaints to meet the expectations of our business & customer;
• Ensure that each interaction with our customer exceeds their expectations an delivers real customer service;
• Take responsibility for each customer and be accountable for their end-to-end journey through the complaint process;
• Communicate effectively with customers and colleagues in complex or very sensitive situations to ensure satisfactory resolution for both the customer and the business;
• Work with internal departments and gather information to investigate complaints and always provides the customer with a professional service;
• Make a final decision on the merits of the complaints and communicate outcomes clearly to customers in writing or by telephone; and
• Prepare periodic statistics and management reports

Requirements:

• Degree or above (preferably major in Law/Banking/Business Administration or related disciplines or relevant professional qualifications)
• Good command of spoken and written Chinese and English
• 4 + years complaint handling experience is desirable
• Operational experience, demonstrating a professional standard in customer care
• Proactive and positive to work, able to meet tight deadlines and work under pressure