Vice President, Fraud & Customer Care - Retail Banking

UOB; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

1011 United Overseas Bank Ltd is seeking a senior leader to oversee fraud case resolution and customer compensation appeals. The role includes supervising investigations, ensuring policy-compliant decisions, and maintaining compliant customer communications.

You will train the team, track KPIs, and escalate complex cases while maintaining a customer-first approach during challenging fraud scenarios.

Qualifications

• Strong leadership and people management experience in a banking environment.
• Excellent communication and interpersonal skills with customers and teams.
• Familiarity with fraud detection processes and customer care tooling.

Responsibilities

• Oversee resolution of fraud and scam cases with timely investigations and clear customer communication.
• Supervise processing of compensation appeals and ensure policy-compliant decisions.
• Ensure interactions comply with bank policies, regulations and legal standards.

Skills

Leadership

Communication

CRM systems

Education

Bachelor’s Degree

Tools

Case management tools

CRM systems

Excel

Job description

1011 United Overseas Bank Ltd is seeking a senior leader to oversee fraud case resolution and customer compensation appeals. The role includes supervising investigations, ensuring policy-compliant decisions, and maintaining compliant customer communications.

You will train the team, track KPIs, and escalate complex cases while maintaining a customer-first approach during challenging fraud scenarios.