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Senior Fraud Investigator

2 months ago

Singapore UNITED OVERSEAS BANK LIMITED Full time
Job Title: Senior Officer, Fraud Team, Contact Center

Job Summary:

We are seeking a highly skilled and experienced Senior Officer to join our Fraud Team in the Contact Center. The successful candidate will be responsible for reviewing and assessing scam-related cases, ensuring the validity of each case, and liaising with stakeholders to resolve customer issues promptly.

Key Responsibilities:

  • Review and assess scam-related cases to identify and resolve customer issues efficiently.
  • Ensure the validity of each case and escalate to the Fraud Support Team, Business Unit, and Servicing Units as necessary.
  • Liaise with business owners and stakeholders to acknowledge and follow up on customer feedback and requests.
  • Monitor follow-up with internal and external parties to resolve requests and feedback promptly.
  • Ensure business owners acknowledge escalation requests and resolve customer requests within the established service turnaround time.
  • Monitor Business Units and Servicing Units' adherence to rules, regulations, and procedures and escalate to senior management as necessary.
  • Handle cases end-to-end, ensuring all callbacks to address customer matters are completed within the promised timeline.
  • Work with Business Unit and Servicing Unit to identify and recommend initiatives for process improvement.
  • Track and monitor suspicious account movements and unusual transactions that may be risky to the Bank and customers.
  • Prepare reports on scam cases daily, weekly, and monthly, working closely with Business Unit and Servicing Unit to meet Service Level Agreement goals.
  • Handle complex cases with care and speed, coordinating with Business Unit and Servicing Unit.
  • Support the Contact Center Servicing team through handling Inbound Voice chat.
  • Support Business Unit and Servicing Unit in early detection of scam and fraud initiatives.

Requirements:

  • Degree or 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 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 to change.
  • Highly motivated self-starter with initiative and showcases strong completer/finisher skills.
  • Ability to work on staggered/rotational shifts, including weekends and Public Holidays.

Skills:

  • Fraud Detection and Prevention
  • Fraud Detection
  • Interpersonal Skills
  • Service Level
  • Fraud Analysis
  • Attention to Detail
  • Pressure
  • Fraud
  • Communication Skills
  • Customer Service
  • Able To Work Independently