Annual Fee Retention Specialist

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

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.