Senior Officer/Manager, Cards Authorisation & Transaction Monitoring

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

The Card Authorisation & Fraud Detection team is responsible for managing and processing card transactions, ensuring compliance with company policies, and providing exceptional service to both merchants and customers.  Main scope includes prevention of fraud loss for Card customers and assist them in clarification of suspicious card transaction activities and providing exceptional service to both merchants/customers.  The team operates 24/7, with 3 rotating shifts work. 

Authoriser - Card Authorisation 
•    Process and authorize credit & debit card transactions in a timely and accurate manner. 
•    Perform voice-authorisation and give assistance to merchants and customers at POS transactions. 
•    Meeting Service Level Agreements (SLA) standards on pick-up call (for merchants and customers). 
•    Manage email duties, assisting Call Centre & RMs on block/unblock cards, temporary increase limit adjustment, and bypass security check for customers. 
•    Support Cards & Payments (CPP) Cards Operations to process Authorisation code for unsecured products. 
  
Authoriser – Merchant and Customer Support 
•    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. 
•    Assist in transaction code cancellation request receive from merchants, customers and Contact Centre. 
•    Respond to customer inquiries regarding credit & debit card transactions and account statuses. 
•    Educate customers on card usage, security, and fraud prevention. 
•    Assist customer to adjust Temp Increase Limit. 
•    24/7 emergency card replacement support.  
•    Act as point-of-contact with Card Scheme  

Authoriser – Card Surveillance Support (transaction monitoring) 
•    Monitor and review card transactions for potential fraud and irregularities. 
•    Monitor cards transaction in real time alerts queue and identify high risk transactions.   
•    Monitor and analyze transactions to detect fraudulent activities using Visa/Mastercard fraud detection tools. 
•    Observe customer transactions and identify suspicious and fraudulent activities such as account take over (scam fraud), friendly fraud, lost & stolen card, and Credit Master attacks. Block/unblock cards, and attempt transaction cancellation when necessary.  
•    Contact customer or manually trigger SMS notification to alert customer of suspicious transaction and perform verification with customer. 
•    Follow-up on uncontactable customer by calling or sending SMS to notify to mitigate losses.

Job Requirements

• Diploma or equivalent qualification preferred. 
• Proficient in English. Ability to converse in in Mandarin (and dialects), Bahasa Malay, Tamil will be a plus.  
• 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.