Annual Fee Retention Officer

United Overseas Bank Limited; Singapore; On-site; SGD 29,000 - 40,000; Full time

Job summary

United Overseas Bank Limited (UOB) in Singapore is seeking a customer service professional to handle inbound and outbound calls, delivering a positive customer experience and promoting suitable financial products. The role requires effectively resolving enquiries on cards, cash services, loans, and other offerings while documenting interactions in CRM and ensuring compliance.

You will meet KPIs and collaborate with teams to achieve sales and service goals.

Qualifications

• Handle inbound and outbound calls professionally and efficiently, ensuring a positive customer experience.
• Handles customer enquiries on Credit Cards, CashPlus, Smart Pay, Annual Fees and Unsecured Loans, including account information, product features, and application status.
• Perform cross‑selling of financial products and services based on customer needs and eligibility.
• Ensure accurate and timely documentation of customer interactions in CRM systems.
• Follow up on pending documentation and application requirements via email and phone.
• Adhere to compliance, data privacy, and operational guidelines.
• Escalate complex or unresolved issues to the appropriate teams for further handling.
• Meet individual and team KPIs, including service quality, productivity, and sales targets.

Responsibilities

• Handle inbound and outbound calls with professionalism to ensure a positive customer experience.
• Assist customer enquiries on cards, cash services, and loans, including status checks.
• Cross-sell financial products based on customer needs and eligibility.
• Document customer interactions accurately in the CRM.
• Follow up on pending docs via email and phone.
• Adhere to compliance and data privacy standards.
• Escalate complex issues to relevant teams.
• Achieve personal and team KPIs for service quality and sales.

Skills

Customer service

Cross-selling

CRM experience

Communication

Compliance/data privacy

Problem solving

Tools

CRM systems

Job description

Company

1011 United Overseas Bank Ltd

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.

Job Description

• Handle inbound and outbound calls professionally and efficiently, ensuring a positive customer experience.
• Handles customer enquiries on Credit Cards, CashPlus, Smart Pay, Annual Fees and Unsecured Loans, including account information, product features, and application status.
• Perform cross‑selling of financial products and services based on customer needs and eligibility.
• Ensure accurate and timely documentation of customer interactions in CRM systems.
• Follow up on pending documentation and application requirements via email and phone.
• Adhere to compliance, data privacy, and operational guidelines.
• Escalate complex or unresolved issues to the appropriate teams for further handling.
• Meet individual and team KPIs, including service quality, productivity, and sales targets.
• 5 days’ work week, Over‑Time applicable whenever required by Management.

Additional Requirements

• Develop
• Engage
• Execute
• Strategise
• Be a Part of the UOB Family

Equal Opportunity Employer

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.

Company Updates

UOB is rated as one of the world's top banks, ranked 'Aa1' by Moody's Investors Service and 'AA-' by both S&P Global and Fitch Ratings. With a global network of 500 branches and offices across 19 countries in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, as well as branches and offices throughout the region.

Career Site

UOB Career site