Financial Crime & Anti-Fraud Customer Service (Bank Sector Client - Call Centre)

Private Advertiser; Singapore; Hybrid; SGD 20,000 - 60,000; Full time

Job summary

A customer service firm in Singapore is seeking passionate individuals to provide excellent customer service in a fast-paced environment. No prior experience is necessary, as on-site training will be provided. Responsibilities include handling customer inquiries and fraud investigations. Candidates should possess strong communication skills and be willing to work on staggered or rotational shifts, including weekends. Join us to be part of a dedicated team focused on customer satisfaction.

Qualifications

• No prior experience required, on-site training provided.
• Strong attitude for delivering excellent customer service.
• Good command of spoken and written English.

Responsibilities

• Provide excellent service via phone, resolving customer issues.
• Respond to fraud and investigate suspicious transactions.
• Educate customers on bank products and services.

Skills

Customer service

Communication skills

Analytical skills

Attention to detail

Proficiency in Microsoft Office

Job description

- 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.