United Overseas Bank Limited (UOB) is looking for a Senior Officer, Fraud Contact Center. In this critical role, you will be responsible for reviewing scam-related cases, ensuring valid escalations, and liaising with stakeholders to resolve customer issues promptly. Our culture is guided by the values of being Honorable, Enterprising, United, and Committed.
What You'll Do
- Review and assess scam-related cases from the Contact Centre to identify, liaise with stakeholders, and resolve customer issues completely and promptly.
- Ensure the validity of each case prior to escalation to the Fraud Support Team, Business Unit, or Servicing Units, maintaining quality of service.
- Liaise with business owners and stakeholders for acknowledgment and to ensure follow-up actions and customer feedback requested by the Fraud Support Team are carried out efficiently and within timeline.
- Observe all follow-up with internal and external parties to resolve requests or feedback promptly within the established service turnaround time.
- Ensure respective business owners acknowledge escalation requests and resolve customer inquiries within the established service turnaround time.
What We're Looking For
- A Degree or Diploma in any discipline.
- Excellent telephone, active listening, and strong interpersonal skills; resourceful and able to work independently and as part of a team.
- A strong customer service mindset with good communication and problem-solving skills to represent the Bank effectively.
- Ability to rapidly assimilate complex information and make expert judgments and decisions under pressure in complex situations.
- A high level of accuracy and attention to detail.
- Personal resilience and the ability to perform effectively in a pressurized environment with a positive, "can do" attitude and a positive attitude to change.
- High motivation, initiative, and strong completer/finisher skills.
- Ability to work on staggered or rotational shifts, including weekends and Public Holidays.
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.
