VP, Customer Care Management Fraud, Group Retail COO and Customer Service Excellence

About UOB

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.

About the Department

The Retail function provides Personal and Business Banking customers with financial solutions tailored to their needs. We help them manage their money wisely and meet their financial goals through an extensive range of products and services. These include deposit, insurance, secured and unsecured loans, investment and wealth advisory services.

Personal Financial Services

We design and provide products and services that empower our customers to enjoy greater banking convenience while they extract more value from their money. In particular, we are focused on promoting and developing healthy saving and investment practices across generations.

The COO Office has Business Risk & Control teams across various risk types, acting as safeguard for the business

Job Responsibilities

• Single Point of Contact. Handle the communication (including written replies) with Retail customers reporting scam on their deposit accounts post initial reporting and investigation. This includes subsequent appeal/complaints (if any) interactions.
• Oversee end-to-end resolution/support of escalated scam cases (complaints & appeals).
• Information Gathering. Collect information from customers, including their financial, medical situation, to assist in the assessment of appeal cases.
• Review and assess appeal cases that are eligible for consideration under goodwill payouts based on a framework and approval matrix.
• Customer Support. Offer compassionate assistance, addressing emotional and financial concerns of affected customers.
• Clear Communication. Explain the Bank resolution outcomes, appeals process and expected timelines, ensuring customers understand their options.
• Regular Updates. Provide ongoing status updates to customers regarding their appeals and investigations.
• Documentation. Maintain thorough records of all customer interactions and reports to support ongoing investigations.
• Coordination with Fraud Team. Relay pertinent information to the fraud investigation team without overburdening them with direct inquiries.

Job Requirements

We are seeking a dedicated and empathetic Customer Care Representative to assist customers reporting fraud or scam activity on their retail banking accounts, as well as handle customer appeals regarding compensation for financial losses due to fraudulent transactions. The ideal candidate will have strong communication skills, an understanding of retail banking products, and a passion for delivering exceptional customer service while ensuring that each case is treated with the utmost care and attention to detail

• Bachelor’s Degree
• Minimum of 1-3 years of customer service experience, preferably in retail banking, fraud prevention, or claims handling. Experience in dealing with financial transactions and fraud-related issues is a plus.
• Familiarity with retail banking products, fraud detection systems, and financial regulations. A solid understanding of how to handle compensation requests and appeals is highly desirable.
• Strong verbal and written communication skills with the ability to communicate complex information in an easy-to-understand manner. Exceptional problem-solving abilities, with a keen attention to detail.
• Experience using CRM systems, case management tools, and basic office software (Word, Excel, etc.). Comfort with digital communication tools (email, chat, phone) and fraud management systems is beneficial.
• Ability to handle sensitive customer situations with care, demonstrating empathy and understanding when customers are upset or distressed.
• A strong commitment to providing outstanding service, with the goal of resolving issues and ensuring a positive customer experience.
• Excellent attention to detail when documenting cases, reviewing account activity, and assessing compensation eligibility.
• Ability to work well in a collaborative environment, sharing information and supporting colleagues to achieve team goals.

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.