Banking Anti-Fraud / Anti-Financial Scam, Customer Service Officer (Call Centre)

Shift Timings (Choose 1 Option):

• Option #1: Weekends/PHs shift
  Working Hours : 5 working days, 1 rest day and 1 off day per week
  42.5 hours per week
  Staggered shift hours : 8.5 working hours between 7 am to 10pm + 1-hour meal break in between
  Rest Day and Off Day : Scheduled by Client (1 weekday + 1 weekend, non-consecutive)
  Or otherwise advised by the Client

• Option #2: AM & PM Shifts + Weekends / Night

- Week 1: Mon 9am-6.30pm/Tues OFF/Wed 9am-6.30pm/Thurs 9am-6.30pm/Fri 9am-6.30pm/SAT OFF/Sun 9am-6.30pm

- Week 2: Mon 12.30-10pm/Tues 12.30-10pm/Wed OFF/Thurs 12.30-10pm/Fri 12.30-10pm/Sat 12.30-10pm/Sun OFF

- Week 3: Mon 2.30pm-12am/Tues 2.30pm-12am/Wed 2.30pm-12am/Thurs OFF/Fri 11pm-8pm/Sat OFF/ Sun 2.30pm-12am

- Week 4: Mon 3.30pm-1am/Tues 3.30pm-1am/Wed 3.30pm-1am/Thurs 3.30pm-1am/Fri OFF/Sat 11pm – 8am/Sun OFF

Job Summary – Customer Service Officer (Fraud & Scam Handling)
(Non-Sales | Inbound Calls | Banking Industry)

Job Responsibilities:

• Provide high-quality customer service and ensure prompt response to fraud and scam-related service requests.
  Investigate flagged transactions and escalate fraud cases in a timely manner.
• Maintain confidentiality of customer data and comply with banking regulations.
• Educate customers on fraud prevention, including scams such as job scams, phishing, and e-commerce fraud.
• Handle and report mule/funnel accounts while ensuring compliance with MAS regulatory standards.
• Gather evidence for scam reports and escalate cases for further investigation and resolution.
• Support customers with inquiries related to the bank’s products and services.
• Work in a fast-paced environment, ensuring service quality and adherence to standard procedures.

Job Requirements:

• Diploma/Degree in any discipline.
• Call centre, banking, or fraud experience is preferred but not required (training provided).
• Strong analytical skills with a good understanding of numbers and problem-solving.
• Excellent communication, interpersonal skills, and a customer-focused mindset.
• Good command of written and spoken English.
• Proficient in MS Office applications.
• Ability to work in rotating shifts, including weekends and public holidays, for 24/7 operations.
• This role is ideal for individuals passionate about customer service and fraud prevention, with a keen eye for detail and a proactive approach in a dynamic environment.

Training Programme Details:
- There will be a 1-2 months training program whereby you will be required to pass a role-play & technical assessment in order to be posted to your work teams (2 attempts given).
- Minimum attendance required (95%) in order to pass the training programme.