About the role
AI summarisedSenior Officer/Manager in the Fraud Team at UOB's Contact Centre, responsible for responding to scam-related inquiries, verifying cases, collaborating with stakeholders, tracking case progress, and ensuring compliance with regulations.
BusinessFull-timeGeneral
Key Responsibilities
- Respond to scam-related inquiries and case escalations from the Contact Centre, ensuring accurate documentation and timely resolution of customer concerns.
- Verify the authenticity and completeness of cases before escalating to relevant teams, adhering to internal fraud investigation protocols and maintaining high service standards.
- Collaborate with internal stakeholders to ensure prompt follow-up and resolution of customer feedback and requests related to fraud and scam incidents.
- Track and monitor case progress, ensuring all actions are completed within defined service turnaround times.
- Maintain detailed and accurate records of case activities using internal case management systems, ensuring traceability and compliance with regulatory requirements.
- Identify and escalate recurring scam patterns or anomalies to senior team members for further investigation and analysis.
- Stay informed on current fraud-related policies, procedures, and scam trends to provide accurate and up-to-date guidance to customers.
- Ensure compliance with relevant regulations and industry best practices in the handling of scam-related incidents.
- Demonstrate empathy, professionalism, and discretion when managing sensitive customer issues, contributing to a positive and reassuring service experience.
Requirements
- Diploma or equivalent qualification; a degree in Business, Finance, or related field is an advantage. Customer service experience (minimum 1 year) is an advantage, preferably in a contact centre, financial services environment, fraud investigation or law enforcement. Fresh entry with a strong willingness to learn and a customer-first mindset are also encouraged to apply. Familiarity with fraud case management systems and regulatory compliance is a plus. Detail-oriented with good analytical and problem-solving abilities. Strong communication and interpersonal skills. Candidates with multilingual capabilities are preferred. Ability to work under pressure and manage multiple cases simultaneously. Intermediate computer skills, including proficiency in Microsoft Office and secure data handling practices. Willingness to work shifts, weekends, public holidays, and perform overtime when required. **Additional Requirements* Be a Part of the 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. Apply now and make a Difference