Senior Officer, Fraud Team, Contact Center

UNITED OVERSEAS BANK LIMITED; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading bank in Singapore is seeking a dedicated customer service professional to handle and resolve scam-related cases. The successful candidate will monitor case escalations, liaise with various business units, and ensure high service quality and adherence to regulations. We are looking for someone with a strong customer service mindset, excellent communication skills, and a degree or diploma in any discipline.

Qualifications

• Degree/Diploma in any discipline required.
• Excellent telephone, active listening, and strong interpersonal skills are a must.
• Ability to work independently and as a team player.

Responsibilities

• Review and assess scam-related cases from Contact Centre.
• Liaise with business units/stakeholders to resolve customer feedback efficiently.
• Monitor adherence to rules and procedures across units.

Skills

Interpersonal skills

Problem-solving skills

Attention to detail

Customer service mindset

Active listening

Education

Degree/Diploma in any discipline

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.
• Monitor Business Unites and Servicing Units adherence to rules, regulations and procedures and escalate to respective senior management promptly.
• Handle cases end-to-end ensuring all callbacks to address customers’ matter are completed within the timeline promised to or requested by customer.

Job requirement:

• 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.