Senior Officer, Fraud Team, Contact Center at United Overseas Bank Limited Co

Singapore, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

22 Jun, 26

Salary

0.0

Posted On

24 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Fraud Investigation, Case Escalation, Documentation, Protocol Adherence, Stakeholder Collaboration, Case Tracking, Record Keeping, Regulatory Compliance, Telephone Skills, Active Listening, Interpersonal Skills, Problem-Solving, Judgment, Attention To Detail, Resilience, Initiative

Industry

Banking

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 Respond to scam-related inquiries and case escalations from the Contact Centre, ensuring accurate documentation and timely resolution of customer concerns. Verify the authenticity and completeness of cases before escalating to relevant teams, adhering to internal fraud investigation protocols and maintaining high service standards. Collaborate with internal stakeholders to ensure prompt follow-up and resolution of customer feedback and requests related to fraud and scam incidents. Track and monitor case progress, ensuring all actions are completed within defined service turnaround times. Maintain detailed and accurate records of case activities using internal case management systems, ensuring traceability and compliance with regulatory requirements. Identify and escalate recurring scam patterns or anomalies to senior team members for further investigation and analysis. Stay informed on current fraud-related policies, procedures, and scam trends to provide accurate and up-to-date guidance to customers. Ensure compliance with relevant regulations and industry best practices in the handling of scam-related incidents. Demonstrate empathy, professionalism, and discretion when managing sensitive customer issues, contributing to a positive and reassuring service experience. 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 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. Apply now and make a Difference Together, Let’s Build the Future of ASEAN We value our people and invest in them as we look to fulfil our purpose of building the future of ASEAN. We seek to create a collaborative and progressive environment for them to succeed in their careers for the long term. Explore career opportunities with us today. UOB is rated as one of the world's top banks, ranked 'Aa1' by Moody's Investors Service and 'AA-' by both S&P Global and Fitch Ratings. With a global network of 500 branches and offices across 19 countries in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, as well as branches and offices throughout the region. Career Site: UOB Career site

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Responsibilities

The Senior Officer will respond to scam-related inquiries and case escalations from the Contact Centre, ensuring accurate documentation and timely resolution of customer concerns while verifying case authenticity. This role involves collaborating with internal stakeholders, tracking case progress, maintaining detailed records, and escalating recurring scam patterns for further analysis.