Senior Officer, Fraud Team, Contact Center (Singapore (City Area), Singapore, SG, 048624)

United Overseas Bank Limited

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.
 

About the Department

Group Technology and Operations (GTO) provides software and system development, information technology support services and banking operations.

We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure.

Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing.

 

Job Responsibilities

  • Review and assess scam related cases from Contact Centre to identify, liaise and resolve customer issues completely and promptly.
  • Ensure validity of each case escalated prior to escalating out to Fraud Support Team, Business Unit, Servicing Units and ensure quality of servicing is maintained.
  • Liaises with other business owners and stakeholders for acknowledgement, follow-up on any actions and feedback requested by customers through Fraud Support Team is carried out efficiently and within timeline
  • Observe all follow-up within internal and external parties to resolve requests/feedback promptly within the established service turnaround time.
  • Ensures respective business owners acknowledge escalation requests and resolves the customers’ requests promptly within the established service turnaround time.
  • Monitor Business Unites and Servicing Units adherence to rules, regulations and procedures and escalate to respective senior management promptly.
  • Handle cases end-to-end ensuring all callbacks to address customers’ matter are completed within the timeline promised to or requested by customer.
  • Work with Business Unit and Servicing Unit or within Contact Centre to identify, recommend and support the implementation of various initiatives for the improvement of processes and procedure.
  • Responsible for tracking and monitoring suspicious account movements and unusual transactions that may be risky to the Bank and customers.
  • Preparation of reports on scam cases reported daily, weekly and monthly working very closely with Business Unit and Servicing Unit to attain and meet the Service Level Agreement goal.
  • Handle complex cases with care and speed through co ordinating with Business Unit and Servicing Unit.
  • Supporting Contact Centre Servicing team through handling Inbound Voice chat.
  • Supporting Business Unit and Servicing Unit early detection of scam and fraud initiatives.
     

Job Requirements

 

  • Degree holder with 1 year of working experience in Customer Service or Contact Centre 
  • Open to entry level, training is provided 
  • Possess excellent telephone, active listening and strong interpersonal skills, resourceful and able to work independently and as a team.
  • A strong customer service mindset with good communication and problem-solving skills to represent the Bank to customers.
  • Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.
  • Open to shift hours/weekends/Public Holiday when rostered 

Be a part of UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

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