Banking Fraud & Scam - Customer Service Officer (Contact Centre)

Private Advertiser; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in the banking sector is seeking customer service representatives for a dynamic role involving extensive training and shift work. Candidates will assist customers with inquiries and fraud investigations, requiring strong communication skills and adaptability for a shift schedule. No prior experience is necessary, making this a great opportunity for proactive individuals eager to build a career in the financial industry.

Qualifications

• Good command of spoken and written English.
• Strong analytical and numerical skills.
• Responsible and proactive, able to work well in a team.

Responsibilities

• Provide excellent service via phone, resolving customer issues efficiently.
• Respond to fraud/scam cases, maintaining customer confidentiality.
• Educate customers on bank products and services.

Skills

Communication

Analytical skills

Detail-oriented

Tools

Microsoft Office

Job description

(Shortlisted Candidates Will Be Working For The Banking Sector Client):

- Interested Candidates Please Apply Directly or Reach Out To Our Recruiters (Law Bing Yee - [phone] | EA License No. 24C2333 EA Personnel No. R23114521)

- There will be a 1-2 months training programme whereby you will be required to pass a role-play & technical assessment in order to be posted to your work teams (2 attempts given)

- Minimum attendance required (95%) in order to pass the training programme.

Shift Timings (Choose 1 Option):

Option #1: Weekends/PHs shift

Working Hours : 5 working days, 1 rest day and 1 off day per week

42.5 hours per week

Staggered shift hours : 8.5 working hours per shift between 7 am to 10pm + 1-hour meal break in between

Rest Day and Off Day : Scheduled by Client (1 weekday + 1 weekend, non-consecutive)

Or otherwise advised by the Client

Option #2: AM & PM Shifts + Weekends / Night

Working Hours : 5 working days, 1 rest day and 1 off day per week

42.5 hours per week

Staggered shift hours : 8.5 working hours per shift based on a 24x7 roster (includes overnight shift) + 1-hour meal break in between

Rest Day and Off Day : Scheduled by Client (1 weekday + 1 weekend, non-consecutive)

Or otherwise advised by the Client

Key Responsibilities:

• Provide excellent service via phone, ensuring customer issues are resolved efficiently and professionally.

• Respond to fraud/scam cases and investigate suspicious transactions promptly.

• Maintain customer confidentiality and comply with bank regulations.

• Guide customers on bank products, services, and available self-help tools.

• Accurately log calls and ensure all follow-up actions are completed.

• Stay updated on policies, procedures, and industry developments through regular training.

• Educate customers on bank products, services, and self-help resources.

• Use system tools effectively and stay updated through training and knowledge resources.

• Stay informed on banking trends and competitor developments.

If you’re proactive, detail-oriented, and passionate about helping people, we’d love to hear from you!

Job Requirements:

• No prior experience required — on-site training will be provided! Experience in call centres, banking, or financial crime anti-fraud investigations is a bonus.

• Positive attitude with a strong passion for delivering excellent customer service.

• Clear and pleasant speaking voice with strong communication and interpersonal skills.

• Good command of spoken and written English.

• Strong analytical and numerical skills.

• Detail-oriented, resourceful, and able to work well in a fast-paced, dynamic environment.

• Responsible, proactive, and a great team player.

• Proficient in Microsoft Office and general PC skills.

• Ability to work on staggered/rotational shifts including weekends and Public Holidays to support 24x7 Contact Centre service operations.

• Liaising and Escalating with relevant BUs / Compliance to meet MAS Compliance and Regulatory standards.

(PDPA & MAS Notice 626)

• Gathering Evidence for Scam Report and Escalating to relevant BU for Touchpoint / Investigation /

• Understanding Fraud & Scam Terminology and Methodologies.

• Advisory & Prevention of Bank's Customers from Pig Slaughtering Scam, Jobs Scam, E-Commerce Scam, Phishing Link Scam (Tokenised / No chargeback right transaction, Phishing Impersonation (Government Impersonation / Friends Scam), Investment Scam.

• Flagging of Mule Accounts / Funnel Accounts.