Customer Service Professional

3 days ago

Singapore beBeeFraudService Full time $40,000 - $60,000

This is a job opportunity for an experienced customer service professional to join our team. The successful candidate will be responsible for handling customer inquiries and case escalations related to fraud.

Job Description

The Customer Service Officer, Fraud role requires strong communication and interpersonal skills to handle sensitive customer issues with empathy and professionalism. You will be working closely with internal stakeholders to ensure prompt follow-up and resolution of customer feedback and requests.

  • Key Responsibilities:
  • Respond to scam-related inquiries and case escalations from the contact centre, ensuring accurate documentation and timely resolution of customer concerns.
  • Verify the authenticity and completeness of cases before escalating to relevant teams, adhering to internal fraud investigation protocols and maintaining high service standards.
  • Collaborate with internal stakeholders to ensure prompt follow-up and resolution of customer feedback and requests related to fraud and scam incidents.
  • Track and monitor case progress, ensuring all actions are completed within defined service turnaround times.
  • Maintain detailed and accurate records of case activities using internal case management systems, ensuring traceability and compliance with regulatory requirements.
  • Identify and escalate recurring scam patterns or anomalies to senior team members for further investigation and analysis.
  • Stay informed on current fraud-related policies, procedures, and scam trends to provide accurate and up-to-date guidance to customers.
Requirements

To be successful in this role, you should have a diploma or equivalent qualification, preferably in business, finance, or a related field. Experience in customer service, preferably in a contact centre or financial services environment, would be advantageous. Additionally, familiarity with fraud case management systems and regulatory compliance is a plus.

  • Essential Skills and Qualifications:
  • Diploma or equivalent qualification; a degree in Business, Finance, or related field is an advantage.
  • Customer service experience (minimum 1 year) is an advantage, preferably in a contact centre, financial services environment, fraud investigation or law enforcement.
  • Familiarity with fraud case management systems and regulatory compliance is a plus.
  • Detail-oriented with good analytical and problem-solving abilities.
  • Strong communication and interpersonal skills.
  • Candidates with multilingual capabilities are preferred.
  • Proficiency in Mandarin is preferred to support Mandarin-speaking customers.
  • Ability to work under pressure and manage multiple cases simultaneously.
  • Intermediate computer skills, including proficiency in Microsoft Office and secure data handling practices.
  • Willingness to work shifts, weekends, public holidays, and perform overtime when required.

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