Senior Officer, Fraud Team, Contact Centre

Job Responsibilities:

• Review and assess scam related cases from Contact Centre to identify, liaise and resolve customer issues completely and promptly.

• Ensure validity of each case escalated prior to escalating out to Fraud Support Team, Business Unit, Servicing Units and ensure quality of servicing is maintained.

• Liaises with other business owners and stakeholders for acknowledgement, follow-up on any actions and feedback requested by customers through Fraud Support Team is carried out efficiently and within timeline

• Observe all follow-up within internal and external parties to resolve requests/feedback promptly within the established service turnaround time.

• Ensures respective business owners acknowledge escalation requests and resolves the customers’ requests promptly within the established service turnaround time.

• Monitor Business Unites and Servicing Units adherence to rules, regulations and procedures and escalate to respective senior management promptly.

• Handle cases end-to-end ensuring all callbacks to address customers’ matter are completed within the timeline promised to or requested by customer.

• Work with Business Unit and Servicing Unit or within Contact Centre to identify, recommend and support the implementation of various initiatives for the improvement of processes and procedure.

• Responsible for tracking and monitoring suspicious account movements and unusual transactions that may be risky to the Bank and customers.

• Preparation of reports on scam cases reported daily, weekly and monthly working very closely with Business Unit and Servicing Unit to attain and meet the Service Level Agreement goal.

• Handle complex cases with care and speed through co ordinating with Business Unit and Servicing Unit.

• Supporting Contact Centre Servicing team through handling Inbound Voice chat.

• Supporting Business Unit and Servicing Unit early detection of scam and fraud initiatives.

Job requirement:

• Degree/ Diploma in any discipline.

• Possess excellent telephone, active listening and strong interpersonal skills, resourceful and able to work independently and as a team.

• A strong customer service mindset with good communication and problem-solving skills to represent the Bank to customers.

• Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.

• High level of accuracy and attention to detail.

• Personal resilience and ability to perform effectively in a pressurized environment with a positive “can do” attitude and a positive attitude to change.

• Highly motivated self-starter with initiative and showcases strong completer/finisher skills.

• Ability to work on staggered/rotational shifts including weekends and Public Holidays.