VP, Client Retention Team Manager, SME Banking
DBS Bank
Hong Kong
17小时前

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.

Position Summary and Objective

  • Deliver fast and responsive support to dissatisfactory customer
  • Gather customer feedback consistently and develop customer retention solution such as incentivize loyalty program
  • Streamline / Simplify customer service workflows / processes
  • Intervene potential customer complaints
  • Drive and implement Customer First Approach across different sales teams
  • Key Responsibilities

  • Analyze customer feedback and account trends to continuously improve retention, upsell and cross-sell strategy
  • Ability to articulate the value of products
  • Collaborate with sales teams and internal stakeholders to develop customer retention solution based on customer feedback
  • Consult customers to understand their needs and tailor unique solutions for each customer, reinforcing benefits of DBS banking services, providing relevant product offers that deepen customer engagement and results in measurable value for the customer
  • Deliver extraordinary service on inbound calls in a fast-paced, structured customer care environment
  • Design and implement customer retention strategies to increase loyalty and retain business
  • Retain customers through effective de-escalation of issues and efficient problem solving.
  • Requirements

  • 10 years of past experience with customer servicing or products offering in SME Banking Industry
  • Sound understanding of corporate, treasury, cash and trade, corporate lending products and bancassurance products offered.
  • Positive, confident, and outgoing attitude
  • Strong flexibility and adaptability to manage multiple tasks
  • Ability to deal with change on a regular basis
  • Effective Time Management
  • Proven success in a fast-paced environment, with a passion for building customer loyalty by having consultative conversations
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