Manager, Fraud Surveillance

UOB; Selayang Municipal Council; On-site; MYR 30,000 - 45,000; Full time

Job summary

Join a leading bank in Asia as part of the UOB Innovation Hub team. This role involves supervising daily operations, training staff on fraud prevention, and ensuring compliance with policies. Ideal for those seeking a dynamic environment with opportunities for growth.

Qualifications

• Proficiency in MS Office and good written and communication skills.
• Experience in banking fraud surveillance or law enforcement is highly desirable.

Responsibilities

• Supervise daily operations related to authorization and transaction monitoring.
• Provide training on fraud detection and prevention measures.
• Build and maintain relationships with merchants.

Skills

Communication

Analytical Skills

Customer Service

Teamwork

Education

Diploma

Tools

MS Office

Job description

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of around 500 offices in 19 countries and territories across Asia Pacific, Europe, and North America. UOB's purpose is to build the future of ASEAN. Our purpose guides The UOB Way – defining our unique culture and belief system, anchored on our values of being Honourable, Enterprising, United, and Committed, along with our people philosophy of Care, Growth, and Trust.

About The Department

UOB Innovation Hub 2 (InnoHub2) is a UOB-wholly owned subsidiary and a Centre of Excellence based in Malaysia, providing Group Business Services (GBS) to support the UOB Group. Established in 2021 with a focus on technology application design, development, and support, InnoHub2 is expanding to deliver other business services to support the Bank’s growth. We seek talented and motivated individuals to join our pioneer team leading the development and delivery of new services.

As part of the InnoHub2 team, you will have opportunities to work on Group initiatives and gain regional business exposure. We are passionate about delivering trusted financial solutions that enable business growth. An exciting career with diverse opportunities awaits at IH2. Join us and grow your career.

Job Responsibilities

1. Supervise daily operations related to authorization, transaction monitoring, and administrative tasks.
2. Oversee the team during shifts, take the lead in resolving merchant and customer issues.
3. Guide authorized personnel on administrative duties and coach new staff on daily operations.
4. Provide training on fraud detection and prevention measures.
5. Perform voice authorization and assist merchants and customers with POS transactions.
6. Meet Service Level Agreements (SLAs) for call pickups from merchants and customers.
7. Assist with transaction code cancellations received from merchants, customers, and Contact Centre.
8. Manage email duties and authorizations, supporting Call Centre & RMs with card blocks/unblocks, limit adjustments, and security bypasses.
9. Support Cards & Payments (CPP) operations in processing authorization codes for unsecured products.
10. Conduct regular reviews, including call quality monitoring, to ensure compliance with policies and procedures.
11. Build and maintain relationships with merchants, providing support on credit and debit card transactions.
12. Assist merchants and respond to customer inquiries about card transactions and account status.
13. Educate customers on card security and fraud prevention.
14. Monitor transactions for potential fraud using Visa/Mastercard fraud detection tools.

Job Requirements

1. Diploma or equivalent qualification preferred.
2. Proficiency in MS Office and good written and communication skills.
3. Pleasant personality with strong interpersonal skills.
4. Strong analytical skills.
5. High standard of customer service.
6. Ability to manage tasks independently, take initiative, and solve problems proactively.
7. Team player with effective collaboration skills and willingness to assist colleagues.
8. Ability to work independently and in a team in a fast-paced environment.
9. Willingness to work 24-hour rotating shifts, including weekends and public holidays, and be on standby for recall.
10. Ability to handle pressure and meet job demands.
11. Experience in banking fraud surveillance or law enforcement is highly desirable.
12. Keen interest in scam prevention.

Join the UOB Family

UOB is an equal opportunity employer. We do not discriminate based on age, race, gender, religion, sexual orientation, disability, or other non-merit factors. All employment decisions are based on business needs, job requirements, and qualifications. Please inform us if you need assistance or accommodations during the recruitment process.

Apply now and make a difference.