Senior Officer/Manager, Fraud Team, Contact Center

UOB • Phoenix, AZ

18d

About The Position

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

Requirements

• Diploma or equivalent qualification; a degree in Business, Finance, or related field is an advantage.
• Customer service experience (minimum 1 year) is an advantage, preferably in a contact centre, financial services environment, fraud investigation or law enforcement.
• Fresh entry with a strong willingness to learn and a customer-first mindset are also encouraged to apply.
• Detail-oriented with good analytical and problem-solving abilities.
• Strong communication and interpersonal skills.
• Ability to work under pressure and manage multiple cases simultaneously.
• Intermediate computer skills, including proficiency in Microsoft Office and secure data handling practices.
• Willingness to work shifts, weekends, public holidays, and perform overtime when required.

Nice To Haves

• Familiarity with fraud case management systems and regulatory compliance is a plus.
• Candidates with multilingual capabilities are preferred.

Responsibilities

• Respond to scam-related inquiries and case escalations from the Contact Centre, ensuring accurate documentation and timely resolution of customer concerns.
• Verify the authenticity and completeness of cases before escalating to relevant teams, adhering to internal fraud investigation protocols and maintaining high service standards.
• Collaborate with internal stakeholders to ensure prompt follow-up and resolution of customer feedback and requests related to fraud and scam incidents.
• Track and monitor case progress, ensuring all actions are completed within defined service turnaround times.
• Maintain detailed and accurate records of case activities using internal case management systems, ensuring traceability and compliance with regulatory requirements.
• Identify and escalate recurring scam patterns or anomalies to senior team members for further investigation and analysis.
• Stay informed on current fraud-related policies, procedures, and scam trends to provide accurate and up-to-date guidance to customers.
• Ensure compliance with relevant regulations and industry best practices in the handling of scam-related incidents.
• Demonstrate empathy, professionalism, and discretion when managing sensitive customer issues, contributing to a positive and reassuring service experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees