Senior Officer, Fraud Team, Contact Center

2 weeks ago

Singapur, Singapore UNITED OVERSEAS BANK LIMITED Full time
Roles & Responsibilities:

Job Responsibilities:
  • Review and assess cases from Contact Centre to identify, liaise, and resolve customer issues promptly.
  • Ensure validity of each case before escalating it out to relevant teams and maintain quality of servicing.
  • Liaise with business owners and stakeholders to follow up efficiently on customer feedback through Fraud Support Team.
  • Monitor and facilitate resolution of requests promptly within set service turnaround time.
  • Track and monitor suspicious account activities to protect the Bank and customers.
  • Prepare reports on reported cases and work closely with teams to meet Service Level Agreement goals.
  • Handle complex cases by coordinating with different units within the Bank.
  • Support Contact Centre Servicing team by handling Inbound Voice chat.
  • Support fraud detection initiatives within the Bank.

Job Requirements:

  • Degree/ Diploma in any discipline.
  • Strong communication skills in English, with the ability to influence stakeholders.
  • Excellent interpersonal skills, resourcefulness, and ability to work both independently and as part of a team.
  • Customer service oriented with good problem-solving abilities.
  • Ability to make expert decisions under pressure.
  • High level of accuracy and attention to detail.
  • Resilient in pressurized environments with a positive attitude towards change.
  • Initiative-driven with strong completion skills.
  • Flexible to work staggered/rotational shifts including weekends and Public Holidays.

Showcase Your Skills:


Interpersonal Skills, Bank Draft, Service Level, Bankruptcy, Attention to Detail, Pressure, Fraud, Communication Skills, Banking, Customer Service, Able To Work Independently

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