FIrst VP, Unit Head Contact Centre Fraud

1 month ago

Singapur, Singapore United Overseas Bank Full time

FIrst VP, Unit Head Contact Centre Fraud & Scam

Posting Date: 28-May-2023 Location:

Singapore (City Area), Singapore, 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

To lead the Contact Centre Fraud and Scam team, which consists of specialists trained in managing Fraud/Scam cases reported by customers via the direct Fraud/Scam hotline and other channels. Responsible to ensure team members complete follow ups with internal and external parties to resolve Fraud/Scam 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 Unit and Servicing Unit adherence to rules, regulations and procedures and escalate to respective senior management promptly. Work with Business Unit and Servicing Unit or within Contact Centre to identify, recommend and support the implementation of various initiatives for the improvement on Fraud/Scam related processes and procedures. Understand market fraud methods and situations, and constantly review existing processes as needed. Responsible to guide the team members in identifying and monitoring suspicious account movements and unusual transactions that may be risky to the Bank and customers. To review reports on scam cases reported daily, weekly and monthly working very closely with Business Unit and Servicing Unit to attain and to meet the Service Level Agreement goal. Handling of escalation cases with care and speed through coordination with Business Unit and Servicing Unit.

Job Requirements

At least 15 years of relevant experience with a minimum 3 years of experience as team manager with Fraud and Scam related handling experience Good knowledge of banking process, products and systems. Good written and spoken communication skills in English, with 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 “can do” attitude and a positive attitude to change. Highly motivated self-starter with initiative and showcases strong leadership skills

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