Senior Officer - Contact Centre Complaints Specialist, Consumer Banking Operations

Role Overview DBS Bank is looking for a driven and detail-oriented professional to join its Group Operations team as a Contact Centre Complaints Specialist within Consumer Banking. This role is responsible for managing end-to-end customer complaint resolution in strict adherence to RBI and Banking Ombudsman guidelines. You will work in a TAT-driven environment where customer satisfaction, regulatory compliance, and quality closure are top priorities. Key Responsibilities - Handle customer complaints received across multiple channels including calls, emails, and regulatory portals - Investigate assigned cases by coordinating with internal teams such as operations, collections, branch staff, technology, and compliance - Draft clear, accurate, and customer-friendly responses that align with regulatory norms - Conduct root cause analysis for each complaint and document findings for audit readiness - Track recurring complaints and escalate identified trends to senior management - Ensure proactive communication and timely follow-ups with customers until complaint closure - Maintain low escalation rates to Banking Ombudsman, RBI, and senior management - Adhere to quality standards and call handling protocols where applicable Required Qualifications - Graduate degree is mandatory - 2 to 5 years of experience in banking and cards operations, customer service, or complaints handling - Prior experience managing escalations, grievance redressal, or collections-related complaints is preferred - Strong knowledge of RBI regulations and complaint handling guidelines - Familiarity with cards products including collections and customer servicing - Proficiency in MS Excel for reporting and tracker management - Excellent written and verbal communication skills - High attention to detail with strong analytical and problem-solving ability Why Join Us DBS Bank offers a performance-driven and innovation-focused work culture built on the values of integrity, teamwork, and customer excellence. This is an excellent opportunity to grow your career in banking operations with one of Asia's leading financial institutions.

- 2 to 5 years in banking operations, customer service, or complaint handling - Graduate degree mandatory - Knowledge of RBI regulations and Banking Ombudsman norms - Experience with escalation and grievance redressal processes - Proficiency in MS Excel and professional email drafting - Strong communication and customer handling skills - Analytical thinking and root cause analysis ability - Ability to work effectively under tight TAT-driven deadlines - High sense of ownership, accountability, and attention to detail

- Full-time permanent employment with DBS Bank - Exposure to regulatory and compliance-driven banking environment - Opportunity to work with cross-functional teams across operations and technology - Career development through training and skill enhancement initiatives - Culture of innovation, teamwork, and employee empowerment