Manager, CARDS Fraud Surveillance

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of around 500 offices in 19 countries and territories in Asia Pacific, Europe and North America. UOB's purpose is to build the future of ASEAN. Our purpose guides The UOB Way – that defines our unique culture and belief system, anchored on our values of being Honourable, Enterprising, United and Committed, and our people philosophy of Care, Growth and Trust.

About the Department

UOB Innovation Hub 2 (InnoHub2) is a UOB-wholly owned subsidiary and a Centre of Excellence based in Malaysia, providing Group Business Services (GBS) to support the UOB Group. Started in 2021 with technology application design, development and support, InnoHub2 is expanding beyond technology services to deliver other business services to support the Bank’s growth ambition. We are looking for talented and motivated individuals to be part of the pioneer team spearheading the development and delivery of the new services.

As part of the InnoHub2 team, you will have the opportunity to work on Group initiatives and gain regional business exposure. We are dynamic, passionate and purposeful about delivering trusted financial solutions that enables business growth. An exciting career progression with varied opportunities awaits you at IH2. Come grow your career with us.
 

Job Responsibilities

• Supervise daily operations functions on authorisation, transaction monitoring, and administration work matters. 
• Oversees the team during their shifts shirt duty and take lead to resolve merchant and customer issues. 
• Guide Authoriser on admin duties and coach new staff on daily operation functions. 
• Provide training and support to staff on fraud detection and prevention measures. 
• Perform voice-authorisation and give assistance to merchants and customers at POS transactions. 
• Meeting Service Level AgreementsSLA standards on pick-up calls (for merchants and customers). 
• Assist in transaction code cancellation requests receive from merchants, customers and Contact Centre. 
• Manage email duties and authorization, assisting Call Centre & RMs on block/unblock of cards, temporary increase limit adjustment, and bypass security check for customers transactions. 
• Supporting Cards & Payments (CPP) - CPP and Cards Operations s - COPC to process Authorisation code for unsecured products. 
• Conduct regular reviews such as call quality monitoring, to ensure compliance with company policies and procedures. 
• Establish and maintain relationships with merchants, providing support and guidance on credit & debit card transaction processes. 
• Assist merchants with inquiries and resolve any issues related to card authorizations. Respond to customer inquiries regarding credit & debit card transactions and account statuses. 
• Educate customers on card usage, security, and fraud prevention. 
• Monitor and review card transactions for potential fraud and irregularities. 
• Monitor and analyze transactions to detect fraudulent activities using Visa/Mastercard fraud detection tools. 

Job Requirements

• Diploma or equivalent qualification preferred. 
• Able to use MS Office and possess good written and communication skills. 
• Pleasant disposition with good interpersonal skills. 
• Possess strong analytical skills. 
• Possess high standard of customer service. 
• Manage task and responsibilities with minimal supervision. Take initiative and be proactive in solving problems. 
• Be a Team player, collaborate effectively with colleagues, and assist team members when needed, fostering a positive team.  
• Ability to work both independently and collaboratively in a fast-paced environment. 
• Able to perform 24 hours rotating shift including weekend & public holiday and to be on standby for recall when called upon.  
• Ability to work in a fast-paced environment with ability to take pressure and meet the demands of the job. 
• Previous experience on fraud surveillance in banking sector or law enforcement agencies will highly be considered. 
• Keen interest in scam prevention  

Be a part of UOB Family

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. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

Apply now and make a difference.