AVP/Senior Associate, Treasures Service Support, Consumer Banking Group
DBS Bank
- Singapore
- Permanent
- Full-time
- Internal customer satisfaction in executing account related service requests timely, accurately, and meticulously
- Internal collaboration with working partners to investigate and resolve problems escalated within KPIs set
- Assist with necessary reporting to the Management
- Initiate/Participate in projects that serve to improve Customer/Employee Journey
- Meeting regulatory, compliance and internal security audit requirements
- To achieve service standards as set out for Treasures staff to develop and improve day to day operational checks, balances & processes
- To ensure that all customer requests are dealt with in a timely and consistent manner while adhering to regulatory, compliance and internal security audit requirements
- To ensure that all triggered KYC reviews are done in a timely manner
- To ensure that goals between team and management are aligned
- To participate in Service & Process Improvement initiatives and other team-related activities
- Review KYC information submitted by RM, perform independent review and risk rate customer in accordance to regulatory requirement as well as Group AML/CFT policy and procedures
- Follow up with Front Office and other stakeholders on KYC related matters and for escalated / prioritised cases.
- Processing of service requests - account related enquiries, Treasures fall-below-fee, Internet Banking, statement retrieval, interest statement letters, etc.
- TR Membership processing (new sign-ups, Wealth Migration & opt-outs)
- Portfolio Reassignment requests
- Coordinating between Wealth Management Ops (WMO) with front-liners on Wealth Management Account (WMA) application via Internet Banking
- Ad hoc statistics collation, e.g., Sign Up, Opt Out, clean-up of data, sharepoint tracking
- Maintaining of Databases & SharePoints
- Initiate/Participate in ad hoc projects & campaigns that serve to improve overall Customer/Employee Journey for Franchise
- Strong interpersonal and communication skills
- Good planning and organising capability
- Clear verbal communication skills
- Team-player, able to multitask and self-initiate
- Able to work independently with minimal supervision
- Self-motivated team player with good service aptitude who would enjoy working in a fast-paced environment
- Adaptable to changes
- Basic knowledge and understanding of the banking products & services and procedures
- Moderate PC literacy skills on MS Office applications such as Outlook, Excel and PowerPoint
- Intermediate knowledge in DBS Treasures DOA and backend support processes and operations