VP, Customer Care Management_ Group Retail
UOB · Central Region (City Area)
Full-timeonsiteleadCustomerCustomer Service
รายละเอียดงาน / Description
Based in Singapore, this leadership position oversees the resolution of customer fraud and scam cases within the group retail division. The appointee will direct investigation processes, evaluate compensation appeals, and maintain strict alignment with regulatory requirements. Additionally, the role is responsible for tracking team performance metrics, handling high-priority escalations, and mentoring team members to deliver empathetic support during complex dispute situations.
หน้าที่ความรับผิดชอบ / Responsibilities
- Direct fraud and scam case investigations, ensuring prompt resolution and clear communication with clients.
- Oversee customer compensation appeals in adherence to organizational protocols and governing rules.
- Uphold regulatory standards and bank compliance across all client inquiries and interactions.
- Design and execute specialized training programs on fraud prevention, scam mitigation, and appeal guidelines.
- Monitor team performance metrics, track resolution timelines, and utilize insights to optimize workflows.
- Serve as the primary escalation point for severe, high-risk, or complex dispute situations.
คุณสมบัติ / Qualifications
- Bachelor’s degree in a relevant discipline.
- Minimum of 10 years in retail banking customer service, fraud handling, or claims management.
- At least 2 years in a leadership or supervisory capacity.
- In-depth understanding of retail banking products, scam trends, and consumer protection regulations.
- Proficiency with CRM platforms, case management software, and standard productivity tools.
- Demonstrated problem-solving, empathetic communication, and decisive decision-making capabilities.
ทักษะที่ต้องการ / Required skills
- Fraud Prevention
- Customer Care
- Team Leadership
- Claims Management
- Retail Banking
- Regulatory Compliance
- Dispute Resolution
- Case Management
ทักษะเพิ่มเติม / Nice to have
- Fraud Detection Systems