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Banking compliance anti-fraud customer service officer

1 week ago

Singapore D L Resources Pte Ltd Full time

Training Programme Details (Upcoming Training in Feb 2025)
- There will be a 1-2 months training programme whereby you will be required to pass a role-play & technical assessment in order to be posted to your work teams (2 attempts given).
- Minimum attendance required (95%) in order to pass the training programme.
Shift Timings (Choose 1 Option):
Option #1:
Weekends/PHs shiftWorking Hours: 5 working days, 1 rest day and 1 off day per week42.5 hours per weekStaggered shift hours: 8.5 working hours between 7 am to 10pm + 1-hour meal break in betweenRest Day and Off Day: Scheduled by Client (1 weekday + 1 weekend, non-consecutive)
Option #2:
AM & PM Shifts + Weekends / Night- Week 1: Mon 9am-6.30pm/Tues OFF/Wed 9am-6.30pm/Thurs 9am-6.30pm/Fri 9am-6.30pm/SAT OFF/Sun 9am-6.30pm- Week 2: Mon pm/Tues pm/Wed OFF/Thurs pm/Fri pm/Sat pm/Sun OFF- Week 3: Mon 2.30pm-12am/Tues 2.30pm-12am/Wed 2.30pm-12am/Thurs OFF/Fri 11pm-8pm/Sat OFF/Sun 2.30pm-12am- Week 4: Mon 3.30pm-1am/Tues 3.30pm-1am/Wed 3.30pm-1am/Thurs 3.30pm-1am/Fri OFF/Sat 11pm – 8am/Sun OFF
Job Responsibilities
Ensures highest standard of service delivery to our customers.
Respond and react in a timely manner to escalate fraud/scam service requests.
Investigate transactions flagged as suspicious timely.
Maintains confidentiality of the Bank's customers and data.
Identifies and resolves customer issues and enquiries received via calls platforms completely, accurately within the committed turnaround time and in accordance with Contact Centre standards to ensure contact handling accuracy and operational effectiveness.
Educates the customer about the Bank's products and services and directs them toward available resources for self-help.
Resolves customer enquiry, request and feedback to the satisfaction of the customer, and complete accurately the necessary documentation and subsequent solutions.
Ensure group compliance & control standards are observed and met in the execution of customers' transaction requests.
Uses technology and system tools as directed and within established guidelines.
Ensures knowledge is up-to-date by participating in individual and team trainings, meetings and reading the information posted in the Contact Centre's knowledge management system.
Keeps abreast with current issues in the banking environment and competitors' innovations.
Job Requirements
Degree/ Diploma in any discipline.
Although preferred, previous experience in Call Centre, a financial services or Fraud setting is not essential. Our dedicated onsite Training team will provide you with a specifically designed training programme and support in your new role; and to enable you to develop and provide ongoing training for all team members.
Possess a positive mindset with a "CAN-DO" attitude and passion to deliver quality customer service.
Possess a pleasant voice, excellent comprehension, communication, interpersonal skills and work etiquette.
Possess good command of written and spoken English.
Good analytical skills; passion for working and is good in working with numbers.
Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.
Passion for working, responsible and with good working attitude.
Proficient in PC skills including MS Office applications.
Ability to work on staggered/rotational shifts including weekends and Public Holidays to support 24x7 Contact Centre service operations.
Liaising and Escalating with relevant BUs / Compliance to meet MAS Compliance and Regulatory standards.
Gathering Evidence for Scam Report and Escalating to relevant BU for Touchpoint / Investigation / Compensation within stipulated timeframe.
Understanding Fraud & Scam Terminology and Methodologies.
Advisory & Prevention of Bank's Customers from various types of scams.
Handling Reporting Mule Accounts / Funnel Accounts.
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