Senior Officer, Fraud Team

2 weeks ago

Raffles, Singapore United Overseas Bank Ltd Full time

**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.

**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 out to Fraud Support Team, Business Unit, Servicing Units and ensure quality of servicing is maintained.
- Liaises with other business owners and stakeholders for cknowledgement, 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.
- Ensures respective business owners acknowledge escalation requests and resolves the customers’ requests promptly within the established service turnaround time.
- Monitor Business Unites and Servicing Units adherence to rules, regulations and procedures and escalate to respective senior management promptly.

**Job Requirements**:

- Degree/ Diploma in any discipline.
- Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.
- 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.
- 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.
- Ability to work on staggered/rotational shifts including weekends and Public Holidays to support 24x7 Contact Centre service operations.

**Be a part of UOB Family**:

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