Senior Fraud and Scam Manager

6 days ago

Singapur, Singapore United Overseas Bank Full time
About the Role

We are seeking a highly experienced and skilled professional to lead our Contact Centre Fraud and Scam team. As the successful candidate, you will be responsible for managing a team of specialists who handle Fraud/Scam cases reported by customers via various channels.

Key Responsibilities
  • Lead the Contact Centre Fraud and Scam team to ensure timely and effective resolution of Fraud/Scam requests/feedback.
  • Collaborate with internal and external parties to resolve Fraud/Scam cases promptly within established service turnaround times.
  • Monitor Business Unit and Servicing Unit adherence to rules, regulations, and procedures, and escalate to senior management as needed.
  • Identify and recommend initiatives for process improvements and procedure enhancements related to Fraud/Scam.
  • Stay up-to-date with market fraud methods and situations, and review existing processes as necessary.
  • Guide team members in identifying and monitoring suspicious account movements and unusual transactions that may be risky to the Bank and customers.
  • Review reports on scam cases daily, weekly, and monthly, working closely with Business Unit and Servicing Unit to meet Service Level Agreement goals.
Requirements
  • At least 15 years of relevant experience, with a minimum of 3 years as a team manager with Fraud and Scam handling experience.
  • Good knowledge of banking processes, products, and systems.
  • Excellent written and spoken communication skills in English, with the ability to influence and persuade stakeholders.
  • Strong telephone, active listening, and interpersonal skills, with the ability 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 attitude and a positive attitude to change.
  • Highly motivated self-starter with initiative and strong leadership skills.

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