Job Responsibilities

• To lead a team consists of Fraud/Scam specialists in the Contact Centre managing Fraud/Scam cases received from 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 seniorI 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.
• Act as reviewer of 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

• Minimum 3 years of experience as team manager with Fraud/Scam handling experience.
• Good knowledge of banking process, products and systems. Trained on Premium / Specialist skills (Cards, UOB Loans, BIB Infinity, Investment) is an advantage.
• 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.