Senior Officer, Fraud Support, Contact Centre

2 weeks ago

Singapur, Singapore United Overseas Bank Full time

Senior Officer, Fraud Support, Contact Centre

Posting Date: 01-Jun-2023 Location:

Alexandra (City Area), Singapore,

Company: United Overseas Bank Ltd

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.

About the Department

Group Technology and Operations (GTO) provides software and system development, information technology support services and banking operations.

We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure.

Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing.

Job Responsibilities

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 cknowledgement, 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 Requirements

Degree/ Diploma in any discipline. Good written and spoken communication skills in English, with ability to influence and persuade stakeholders. 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 work on staggered/rotational shifts including weekends and Public Holidays.

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