數位金融服務專員 Digital Service Specialist ※ 內湖瑞光路辦公室內勤客服｜固定週休二日｜數位客戶服務與流程協助 ※ 本職務以客戶服務、數位流程協助及客戶體驗改善為核心 -- 職務說明隨著銀行數位服務持續發展，客戶透過數位管道完成各項申請與服務的比例逐步提升。本職務主要負責數位客戶旅程中的主動關懷與流程協助，針對尚未完成數位申辦流程之客戶，提供適切的操作說明、問題釐清及後續追蹤，協助客戶順利完成相關流程。除客戶服務外，亦將透過服務紀錄與客戶回饋，協助團隊辨識數位流程斷點、分析常見問題並提出改善建議，持續提升客戶體驗及數位服務效率。 -- 主要工作職責主動聯繫透過數位管道提出申請但尚未完成相關流程之客戶，了解流程進度並提供後續操作協助。針對客戶於數位申辦、帳戶啟用、身分驗證、資料補充或系統操作過程中遇到的問題，提供清楚且正確的說明與指引。依客戶實際需求提供相關數位服務、帳戶功能及權益資訊說明，協助客戶了解並完成必要操作流程。依服務流程持續追蹤客戶案件進度，完整記錄聯繫結果、客戶回饋、未完成原因及後續處理狀態。彙整與分析客戶常見問題、流程中斷原因及服務回饋，協助辨識客戶旅程中的流程斷點及改善機會。配合團隊進行服務話術、FAQ、作業流程及數位服務內容優化，提升服務品質與作業效率。依相關作業規範執行客戶身分確認、資訊提供及案件處理，確保服務流程符合內部控制、法令遵循及個人資料保護要求。與數位服務、營運、客服及相關內部單位合作，協助處理跨單位案件及推動數位客戶體驗改善。配合團隊進行服務成效、案件進度及客戶回饋等相關資料整理與報表製作。依業務及數位服務發展需求，配合承接其他客戶服務與數位流程相關任務。 -- 徵才期望條件專科以上畢業學歷，科系不拘。具3年以上銀行、金融服務、客服中心、數位服務、客戶關係管理或電話服務相關工作經驗。具客戶服務及問題處理能力，能透過電話或數位管道清楚理解客戶需求並提供適切協助。具良好溝通技巧、傾聽能力及服務意識，能妥善處理不同類型之客戶情境。具案件追蹤與時間管理能力，能依流程持續追蹤案件進度並維持完整服務紀錄。熟悉基本電腦及辦公軟體操作，如 Word、Excel、PowerPoint 等；具報表整理或數據分析能力尤佳。具高度法令遵循、風險意識及個人資料保護觀念，能依銀行相關規範及標準作業流程執行工作。具良好團隊合作能力，能與不同單位進行溝通協作並共同解決客戶問題。主動積極、細心且具學習能力，能因應數位服務及作業流程調整，快速熟悉新的工作內容。具銀行數位服務、客戶服務、申辦流程追蹤、客戶旅程或流程改善相關經驗者尤佳。 Location: Honhui A-12F Job: Customer Service Schedule: Regular Employee Status: Full time DBS is more than a bank — we're shaping the future of finance and communities. With innovation at our core and impact in our DNA, we go beyond banking to build careers, relationships, and a better world. 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. 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 15 consecutive years from 2009 to 2023. 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 and is committed to building lasting relationships with customers. With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities.

數位金融服務專員 Senior Officer/ Officer, Digital Service Specialist, Customer Segments, Consumer Banking Group.

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