Senior Officer, Fraud Contact Center - United Overseas Bank

United Overseas Bank Limited (UOB); Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading bank in Asia seeks a candidate to review and resolve scam-related cases efficiently. Responsibilities include assessing customer issues, ensuring prompt resolutions, and liaising with various business stakeholders. Ideal candidates will possess strong communication skills, a problem-solving mindset, and the ability to thrive under pressure. A degree or diploma in any discipline is required, along with a commitment to high service standards. The role may involve staggered shifts, including weekends and public holidays.

Qualifications

• Strong communication skills to represent the Bank to customers.
• Ability to handle complex information and make expert decisions under pressure.
• High level of accuracy and attention to detail.

Responsibilities

• Review and resolve scam-related cases from Contact Centre swiftly.
• Ensure validity of cases before escalation to Fraud Support Team.
• Liaise with business owners for efficient follow-up on actions.

Skills

Excellent telephone skills

Active listening skills

Strong interpersonal skills

Customer service mindset

Problem-solving skills

Education

Degree/ Diploma in any discipline

Job description

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

• Review and assess scam related cases from Contact Centre to identify, liaise and resolve customer issues completely and promptly.
• Ensure validity of each case escalated prior to escalating out to Fraud Support Team, Business Unit, Servicing Units and ensure quality of servicing is maintained.
• Liaises with other business owners and stakeholders for acknowledgement, follow-up on any actions and feedback requested by customers through Fraud Support Team is carried out efficiently and within timeline.
• Observe all follow-up within internal and external parties to resolve requests/feedback promptly within the established service turnaround time.
• Ensures respective business owners acknowledge escalation requests and resolves the customers' requests promptly within the established service turnaround time.

Job Requirements

• Degree/ Diploma in any discipline.
• Possess excellent telephone, active listening and strong interpersonal skills, resourceful and able to work independently and as a team.
• A strong customer service mindset with good communication and problem-solving skills to represent the Bank to customers.
• Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.
• High level of accuracy and attention to detail.
• Personal resilience and ability to perform effectively in a pressurized environment with a positive "can do" attitude and a positive attitude to change.
• Highly motivated self-starter with initiative and showcases strong completer/finisher skills.
• Ability to work on staggered/rotational shifts including weekends and Public Holidays.

Additional Requirements

Role Type (GTO), Work Experience Level for GTO CWF

Be a Part of the UOB Family

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.

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