Premium Servicing Authorisation Officer, Group Retail

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 customers with Personal 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.

Job Responsibilities

The Premium Servicing Authorisation Department operates 24/7 on three rotating shifts (morning, afternoon, and night) to provide comprehensive card authorization services particularly managing with proactive communications and servicing of transactions of premium customers (reserve cards).  Primary responsibilities as follows: -

1.  Premium Cards Servicing (For Reserve/VIM customer)

• Real-Time Fraud Monitoring: Perform real-time card transaction monitoring to identify suspicious alerted transactions, block / replace cards when applicable for premium customers.
• Real- Time Transaction Monitoring for Decline Transactions including systems and limit related declines: Follow up on decline notifications and assist premium customers to ensure minimal disruption to their transactions.
• Block/Unblock Cards: Process requests to block or unblock cards  
• Security Bypass (PCVU): Manage security bypass requests (PCVU) by customer   
• Communication: Communicate with cardholders either via SMS or phone call to ensure customer account safety, prevent losses and ensure no disruption of genuine card transactions including card replacement   
• Fraud Investigation: Assist the Fraud Risk Management Team in their investigations and provide input on possible causes, methods, and processes of fraud activities.
• Liaison: Liaise with the Issuing Fraud and Chargeback Team for transaction dispute reporting.
• Reporting: Reporting and status updates on the no. of alerts handled, SLA and effective call out

2.  Temp Limit Increase Fulfilment (For Reserve/VIM customers)

• Temp Limit Adjustment: Perform temporary limit adjustments via Cardlink if necessary for Reserve Customers

Job Requirements

• Excellent written and spoken communication skills
  - Good interpersonal skills and multi-parties engagement is expected on the job
  - Self-starter and team player
• Willing to work shift hours 

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.