VP of Customer Service

United Overseas Bank Limited (UOB); Singapore; On-site; SGD 45,000 - 55,000; Full time

Job summary

A leading bank in Asia seeks an experienced customer service professional to manage compensation appeals related to fraud. The role requires at least 3 years in retail banking or fraud prevention, focusing on delivering empathetic service. Candidates must have a Bachelor's Degree and strong skills in communication and problem-solving. This position promises a collaborative environment where your contribution can make a significant difference.

Qualifications

• Strong background in customer service with focus on fraud management.
• At least 3 years of customer service experience in retail banking or fraud prevention.
• Excellent communication and interpersonal skills.

Responsibilities

• Manage processing and review of customer compensation appeals regarding fraud.
• Ensure compliance with bank policies during customer interactions.
• Maintain clear and empathetic communication with customers.

Skills

Customer service

Fraud management

Compensation protocols

Communication

Problem-solving

Empathy

Attention to detail

Education

Bachelor's Degree

Tools

CRM systems

Case management tools

Microsoft Word

Microsoft Excel

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

• Manage the processing and review of customer compensation appeals related to fraudulent transactions or scams. Ensure each case is reviewed thoroughly, and compensation decisions are made in accordance with the bank's policies and procedures.
• Ensure that all customer interactions are handled in compliance with bank policies, regulatory requirements, and legal standards. Review and monitor cases to ensure that investigations are complete, and customer communications are clear and empathetic.
• Ensure empathetic, patient, and effective communication. Strive to create a positive customer experience, even in difficult situations involving fraud or financial loss.

Responsibilities

• Manage the processing and review of customer compensation appeals related to fraudulent transactions or scams, ensuring decisions align with bank policies and procedures.
• Ensure all customer interactions comply with bank policies, regulatory requirements, and legal standards; review and monitor cases to ensure investigations are complete and communications are clear and empathetic.
• Maintain empathetic and effective communication to create a positive customer experience, even in cases of fraud or financial loss.

Job Requirements

• The ideal candidate will have a strong background in customer service, a deep understanding of fraud management and compensation protocols, and be able to provide exceptional service. He/she will ensure that fraud cases are handled efficiently and with empathy while maintaining compliance with internal policies and regulatory requirements.
• Bachelor's Degree
• At least 3 years of customer service experience in retail banking, fraud prevention, or claims management. Candidates with lesser years of experience will also be considered.
• Strong understanding of retail banking products and services, fraud detection processes, scam prevention, and compensation protocols. Familiarity with financial regulations and consumer protection laws
• Excellent communication and interpersonal skills. Strong problem-solving skills, with a customer-first mindset.
• Proficient in CRM systems, case management tools, and basic office software (e.g., Word, Excel). Experience with fraud detection and reporting systems is a plus.
• Strong empathy and a commitment to providing excellent customer service, especially when dealing with distressed customers affected by fraud or financial loss.
• Strong attention to detail when managing fraud cases, processing compensation requests, and analyzing performance metrics.
• Ability to make informed decisions in a fast-paced environment, particularly when handling escalated cases or complex customer issues.
• Ability to quickly adapt to changing circumstances, including shifts in fraud trends, regulatory changes, or evolving business priorities.

Additional Requirements

Develop, Engage, Execute, Strategise

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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