United Overseas Bank Ltd. | Senior Officer, Fraud Team, Contact Center
4 weeks ago
Location: Singapore (City Area), SG, 048624
Company: United Overseas Bank Ltd
About UOB
United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe, and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United, and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues, or our customers.
About the Department
Group Technology and Operations (GTO) provides software and system development, information technology support services, and banking operations. We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure. Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation, and straight-through processing.
Job Responsibilities
Review and assess scam-related cases from Contact Centre to identify, liaise, and resolve customer issues completely and promptly.
Ensure validity of each case escalated prior to escalating to Fraud Support Team, Business Unit, Servicing Units, and ensure quality of servicing is maintained.
Liaise with other business owners and stakeholders for acknowledgment, follow-up on any actions and feedback requested by customers through Fraud Support Team is carried out efficiently and within timeline.
Observe all follow-up within internal and external parties to resolve requests/feedback promptly within the established service turnaround time.
Ensure respective business owners acknowledge escalation requests and resolve the customers’ requests promptly within the established service turnaround time.
Job Requirements
Degree/Diploma in any discipline.
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 “can do” attitude and 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.
Be a part of UOB Family
UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements, and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.
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