Senior Officer, Fraud Team, Contact Center
UOB
- Singapore
- Permanent
- Full-time
- 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 cknowledgement, 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.
- Degree/ Diploma in any discipline.
- Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.
- Possess a positive mindset with a “CAN-DO” attitude and passion to deliver quality customer service.
- Possess a pleasant voice, excellent comprehension, communication, interpersonal skills and work etiquette.
- Good analytical skills; passion for working and is good in working with numbers.
- Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.
- Passion for working, responsible and with good working attitude.
- Proficient in PC skills including MS Office applications.
- Ability to work on staggered/rotational shifts including weekends and Public Holidays to support 24x7 Contact Centre service operations.