Analyst/ Associate, Customer Service Officer, Customer Centre, Group CSH, Group COO

5/7/2026

The role involves delivering high-quality customer service by addressing banking needs and resolving issues across various communication channels. Additionally, it includes promoting the bank's products and ensuring compliance with banking regulations.

Working Hours

40 hours/week

Company Size

10,001+ employees

Language

English

Visa Sponsorship

About The Company

DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's "AA-" and "Aa1" credit ratings are among the highest in the world. Recognised for its global leadership, DBS has been named “World’s Best Bank” by Global Finance, “World’s Best Bank” by Euromoney and “Global Bank of the Year” by The Banker. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia“ award by Global Finance for 14 consecutive years from 2009 to 2022. DBS provides a full range of services in consumer, SME and corporate banking. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets. DBS is committed to building lasting relationships with customers, as it banks the Asian way. Through the DBS Foundation, the bank creates impact beyond banking by supporting social enterprises: businesses with a double bottom-line of profit and social and/or environmental impact. DBS Foundation also gives back to society in various ways, including equipping communities with future-ready skills and building food resilience. With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities. For more information, please visit www.dbs.com

About the Role

Role Overview:

Responsible for delivering high quality one-stop service by addressing customers’ banking needs, resolving issues across all channels of communications, and promoting bank’s products and services the DBS Digital Way. This role demands excellent communication skills, attention to detail and a strong understanding of banking procedures and regulations.

Key Responsibilities:

To consistently meet and exceed the Customer Centre targets set (KPIs) without compromising quality of service delivery
To ensure accuracy, timeliness and compliant for all customers’ requests. Utilize problem-solving skills to address and resolve customer complaints and concerns efficiently and professionally
Data Confidentiality and Data Breach prevention. Strict compliance in maintaining customer’s information securely especially with the high accessibility to customer’s sensitive information like Identity, Address, income status, Account holdings, Account transactions, Contact details as a customer service officer
Ability to handle wide suite of Banking products and services, especially in a highly stressful environment managing time sensitive request like Scams, Frauds, Complaints and Publicly Noticeable Incidents.
To successfully cross-buy the Bank’s products and services 6. To successfully migrate customers to Bank’s digital platform by understanding customers’ wants and needs
To adhere to professional standards of behavior & conduct in dealing with customers and fellow CSOs.
Flexibility in work deployment when business needs arise. Ability to work a rotating shift schedule, including weekends and public holidays
Support and protect the DBS brand by creating positive discussions in the social media community and to ensure message consistency across the different online platforms
Support Operations in managing and resolving requests related to customers’ follow up and transactional request fulfilment and investigation. (Fulfilment Team)

Requirements:

A degree or diploma, experience in a Contact Centre or banking industry is preferred
Good listening skills, Empathy skills and Adaptability skills
Constantly thinking out of the box solution to assist customer and making banking joyful
Patient, calm and passionate in championing service excellence
Able to self-control emotionally and mentally in times when customer is demanding, difficult and insistent. Ability to use positive language to manage customer
Ability to multi-task and handle different Banking systems
Proficient in MS Office especially in Microsoft Word, Excel, Outlook
Proficient Customer Centre IServe system
Knowledge of industry-specific regulations and standards

Location:

DBS Asia Hub

Job:

Customer Service

Schedule:

Regular

Employee Status:

Full time

Key Skills

Communication SkillsAttention to DetailProblem-Solving SkillsData ConfidentialityCustomer ServiceEmpathy SkillsAdaptability SkillsTime ManagementMulti-TaskingMicrosoft OfficeBanking ProceduresRegulations KnowledgePositive LanguageEmotional ControlService ExcellenceDigital Banking

Analyst/ Associate, Customer Service Officer, Customer Centre, Group CSH, Group COO

Role Overview:

Key Responsibilities:

To consistently meet and exceed the Customer Centre targets set (KPIs) without compromising quality of service delivery

To ensure accuracy, timeliness and compliant for all customers’ requests. Utilize problem-solving skills to address and resolve customer complaints and concerns efficiently and professionally

Ability to handle wide suite of Banking products and services, especially in a highly stressful environment managing time sensitive request like Scams, Frauds, Complaints and Publicly Noticeable Incidents.

To successfully cross-buy the Bank’s products and services 6. To successfully migrate customers to Bank’s digital platform by understanding customers’ wants and needs

To adhere to professional standards of behavior & conduct in dealing with customers and fellow CSOs.

Flexibility in work deployment when business needs arise. Ability to work a rotating shift schedule, including weekends and public holidays

Support and protect the DBS brand by creating positive discussions in the social media community and to ensure message consistency across the different online platforms

Support Operations in managing and resolving requests related to customers’ follow up and transactional request fulfilment and investigation. (Fulfilment Team)

Requirements:

A degree or diploma, experience in a Contact Centre or banking industry is preferred

Good listening skills, Empathy skills and Adaptability skills

Constantly thinking out of the box solution to assist customer and making banking joyful

Patient, calm and passionate in championing service excellence

Able to self-control emotionally and mentally in times when customer is demanding, difficult and insistent. Ability to use positive language to manage customer

Ability to multi-task and handle different Banking systems

Proficient in MS Office especially in Microsoft Word, Excel, Outlook

Proficient Customer Centre IServe system

Knowledge of industry-specific regulations and standards