Senior Officer, Fraud Support Specialist
1 week ago
About the Role
We are seeking a highly skilled Senior Officer to join our Fraud Support team in the Contact Centre. As a key member of our team, you will be responsible for reviewing and assessing scam-related cases to identify, liaise, and resolve customer issues promptly and efficiently.
Key Responsibilities
- Review and assess scam-related cases to identify and resolve customer issues completely and promptly.
- Ensure the validity of each case escalated prior to escalating out to the Fraud Support Team, Business Unit, and Servicing Units.
- Liaise with other business owners and stakeholders to ensure quality of servicing is maintained.
- Monitor Business Units and Servicing Units' adherence to rules, regulations, and procedures and escalate to senior management promptly.
- Handle cases end-to-end, ensuring all callbacks to address customers' matters are completed within the established service turnaround time.
Requirements
- Degree/Diploma in any discipline.
- Good written and spoken communication skills in English, with the 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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