AVP/Sr Assoc, Complaint Management, Institutional Banking Group

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.

Objectives

Manage and resolve customer complaints, feedback and regulatory enquiries in a fair, timely and professional manner; support customer experience journey; and drive service, process and control improvements.

Principal Responsibilities

• Manage customer complaints, potential complaints, feedback and enquiries referred by regulators, ensuring timely acknowledgement, investigation, response and closure in accordance with applicable requirements and internal procedures.
• Conduct independent, evidence-based investigations; assess the merits and root causes of complaints; and recommend fair, practical and customer-focused resolutions.
• Take ownership of each case throughout the end-to-end complaint journey, maintaining complete, accurate and defensible records of actions, findings, approvals, communications and outcomes.
• Communicate clearly, professionally and empathetically with customers.
• Ensure smooth and effective collaboration with stakeholders to obtain information, align investigation findings and agree appropriate resolution and remedial actions.
• Identify priority, regulatory, legal, conduct, fraud, mis-selling and reputational-risk matters, and escalate them promptly to the appropriate management and specialist functions.
• Analyse complaint data, customer feedback, root causes and emerging trends; prepare accurate management information, regulatory reports and governance materials.
• Provide guidance to frontline and business teams on complaint handling, customer communication and service recovery, and contribute to knowledge sharing and training.
• Be dedicated to supporting the customer experience journey and related initiatives, including complaint-prevention, process enhancement, customer communication and service-quality projects.
• Support assignments and projects as required.

Key Accountabilities

• Deliver fair, timely and well-documented complaint outcomes that meet customer, business, regulatory and internal governance expectations.
• Maintain effective oversight of complaint timelines, case quality, escalation, record keeping and remedial actions.
• Build effective working relationships with Business Units, Operations, Compliance, Legal and etc.
• Support assignments and projects as required.

Requirements

• Degree holder or above.
• Relevant experience in complaint handling, customer service or banking operations; experience in corporate or institutional banking is an advantage.
• Excellent written and verbal communication skills.
• Good command of written and spoken English and Chinese, including fluency in Cantonese and Mandarin.
• Customer-focused, detail-oriented and highly accountable, with sound judgement and discretion when handling confidential or sensitive matters.

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