Fraud Prevention Specialist
6 days ago
At United Overseas Bank Limited, we are seeking a skilled Fraud Prevention Specialist to join our team. This role requires a detail-oriented individual with excellent communication and problem-solving skills to help us prevent financial fraud and protect our customers.
Key Responsibilities- Case Review and Assessment: Conduct thorough reviews of scam-related cases from our Contact Centre to identify, liaise, and resolve customer issues promptly.
- Escalation and Validation: Ensure the validity of each case escalated prior to sharing with the Fraud Support Team, Business Unit, and Servicing Units, maintaining quality servicing standards.
- Liaison and Communication: Collaborate with business owners and stakeholders for acknowledgement, follow-up on actions, and feedback requested by customers through the Fraud Support Team, ensuring efficient resolution within established timelines.
- Follow-up and Resolution: Monitor internal and external follow-ups to resolve requests/feedback promptly within the established service turnaround time.
- Business Adherence: Ensure business units and servicing units adhere to rules, regulations, and procedures, escalating to senior management if necessary.
- Case Management: Handle cases end-to-end, completing callbacks to address customer matters within the promised or requested timeline.
- Process Improvement: Work with Business Unit and Servicing Unit or within the Contact Centre to identify, recommend, and support the implementation of initiatives for process improvement.
- Risk Monitoring: Track and monitor suspicious account movements and unusual transactions that may be risky to the bank and customers.
- Reporting and Analysis: Prepare reports on scam cases daily, weekly, and monthly, working closely with Business Unit and Servicing Unit to meet Service Level Agreement goals.
- Complex Case Handling: Manage complex cases with care and speed through coordination with Business Unit and Servicing Unit.
- Contact Centre Support: Support the Contact Centre Servicing team through handling Inbound Voice chat.
- Fraud Detection: Support Business Unit and Servicing Unit in early detection of scams and fraud initiatives.
- A degree or diploma in any discipline.
- Excellent 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.
- The ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.
- A high level of accuracy and attention to detail.
- Personal resilience and the ability to perform effectively in a pressurized environment with a positive attitude to change.
- A highly motivated self-starter with initiative and showcases strong completer/finisher skills.
- The ability to work on staggered/rotational shifts including weekends and Public Holidays.
- Open Banking
- Bank Secrecy Act
- Interpersonal Skills
- Core Banking
- Service Level
- Attention to Detail
- Pressure
- Fraud
- Communication Skills
- Customer Service
The estimated annual salary range for this position is between SGD 80,000 to SGD 120,000, depending on qualifications and experience.
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