Business Function

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business - they were made just right for you.

Responsibilities

(1) Counter and Back-office Support Operations

• Assist the CSM to maintain smooth and efficient operation of counter and back-office support.
• Assist the CSM to oversee counter and cash operation according to the standard procedures in the assigned areas:
• Performing 1st level checks to verify, override, and authorize banking transactions within designated authorities for CSAs.
• Ensuring appropriate branch cash positions and accurate day-end cash reconciliation and vault balancing.
• Monitoring vault custody, safe deposit box service (if any), valuables, security keys, working stock, and other financial / physical assets.
• Assisting CSAs in providing a broad range of teller-related services, in particular, processing large cash deposits and withdrawal. Perform back-up teller duties as required.
• Liaise with customers in relation to their account operations and process customer's instructions & exchange items.
• Recognize irregular or suspicious transactions, dispose non-compliant & unusual/suspected fraud items properly to the Management as appropriate.
• Assist the CSM in coaching and supervising CSAs to enhance their competencies, accuracy, efficiency, and compliance, and to resolve operational issues.
• Compile statistical reports and assist the CSM in the follow up on the MIS, CES reports & specific audit & compliance reports as assigned.
• Act as Cashier to control level of cash of each teller, maintain the branch's level of cash within the pre-set holding limit, and assist in daily balance procedures.

(2) Customer Experience Management

• Contribute to managing the service quality and efficiency of CSAs, customer perception during queuing, POS display, and overall branch environment, in adherence to the Bank's service standards and models.
• Be alert to counter activities and ensure counters are sufficiently manned to meet customer volumes and avoid long queue.
• Deliver superior customer service, ensuring all enquiries, requests, and transactions are handled promptly and followed through to achieve customer satisfaction.
• Handle and resolve customers' complaints tactfully according to the Bank's Complaint Handling Procedures in a timely manner.

(3) Promotion of Bank Products/Services

• Identify and refer potential customers for regulated products to sales staff during daily interactions, and, where appropriate, cross-sell non-regulated general banking products.
• Encourage CSAs staff to generate sales referrals for the sales team and monitor their sales referral activities & results.

(4) Audit and Compliance Control

• Assist the CSM to maintain day-to-day operation and compliance standards, and to improve work processes, audit controls and compliance quality through leadership, education, on-going monitoring (incl. Branch Operation Evaluation, Branch Health Check) and effective improvement & remedial action.
• Assist in monitoring staff operational activities to ensure full compliance with internal policies, standards, guidelines, and procedures, as well as government regulations and regulatory authority codes and ordinances. This includes aspects such as sales staff licensing and fitness & properness, KYC, FNA, anti-money laundering, and documentation completeness for account opening and transactions.
• Comply with the registered capacity and any conditions imposed by the HKMA. This includes compliance with the applicable requirements of the Code of Conduct for Persons Licensed by or Registered with the SFC.

Requirements

1. Minimum of 3 years' experience in branch frontline operations, with 1-2 years at a supervisory level preferred.

2. HKCEE or HKDSE holder with passes in English, Chinese, and Mathematics.

3. Fluency in Mandarin and English is required

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We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

Location:
One Island East

Job:
Customer Service

Schedule:
Regular

Employee Status:
Full time