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Fraud Investigation Lead

7 days ago

Queenstown, New Zealand United Overseas Bank Full time

United Overseas Bank: A Leading Bank in Asia

With a global network of over 500 branches and offices in 19 countries and territories, United Overseas Bank Limited (UOB) is a leading bank in Asia. Our head office is located in Singapore, and we operate through banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices.

Our History and Values

Our history spans over 80 years, during which we have been guided by our values – Honorable, Enterprising, United and Committed. These values mean that we always strive to do what is right, build for the future, work as one team and pursue long-term success.

About Group Technology and Operations

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.

Job Responsibilities

  • Identify, liaise and resolve customer issues completely and promptly by reviewing and assessing scam related cases from Contact Centre.
  • Ensure quality of servicing is maintained by ensuring validity of each case escalated prior to escalating out to Fraud Support Team, Business Unit, Servicing Units.
  • Liaises with other business owners and stakeholders for acknowledgement, follow-up on any actions and feedback requested by customers through Fraud Support Team is carried out efficiently and within timeline.
  • Resolve requests/feedback promptly within the established service turnaround time by observing all follow-up within internal and external parties.

Job Requirements

  • Degree/Diploma in any discipline.
  • 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.