Senior Officer/Manager, Fraud Team, Contact Center
UOB · Central Region (City Area)
Full-timeonsitemidCustomerCustomer Service
รายละเอียดงาน / Description
Based in Singapore, this role involves managing fraud and scam-related inquiries within a contact center environment, ensuring accurate documentation and timely resolution for customers. The position requires collaborating with internal teams, tracking case progress, and maintaining detailed records while staying informed on current fraud trends and regulations. Candidates should demonstrate empathy and professionalism in handling sensitive customer issues.
หน้าที่ความรับผิดชอบ / Responsibilities
- Handle scam-related inquiries and escalate cases from the Contact Centre
- Verify case authenticity and completeness before escalating to investigation teams
- Collaborate with internal stakeholders for prompt follow-up and resolution
- Monitor case progress to ensure actions are completed within service times
- Maintain detailed records of case activities in internal systems
- Identify and escalate recurring scam patterns or anomalies
คุณสมบัติ / Qualifications
- Diploma or equivalent qualification; degree in Business or Finance is a plus
- Minimum 1 year of customer service experience, preferably in a contact center or financial services
- Detail-oriented with good analytical and problem-solving skills
- Strong communication and interpersonal abilities
- Proficiency in Microsoft Office and secure data handling practices
- Willingness to work shifts, weekends, and public holidays
ทักษะที่ต้องการ / Required skills
- Customer Service
- Fraud Investigation
- Problem Solving
- Analytical Skills
- Communication
- Interpersonal Skills
- Microsoft Office
- Data Handling
ทักษะเพิ่มเติม / Nice to have
- Fraud Case Management Systems
- Regulatory Compliance
- Multilingual