Financial Crime / Banking Fraud - Customer Service Officer (Contact Centre)

Job Responsibilities

1. Gathering evidence for scam reports and escalating to relevant business units for touchpoint/investigation/compensation within stipulated timeframes.
2. Understanding fraud and scam terminology and methodologies.
3. Advisory and prevention of bank's customers from phishing link scams, phone scams, and impersonation scams (tokenised/no chargeback right transactions).
4. Handling reporting mule accounts and funnel accounts.
5. Ensuring the highest standard of service delivery to customers.
6. Responding and reacting in a timely manner to escalate fraud/scam service requests.
7. Investigating transactions flagged as suspicious in a timely manner.
8. Maintaining confidentiality of the bank’s customers and data.
9. Identifying and resolving customer issues and inquiries received via call platforms completely and accurately within the committed turnaround time and in accordance with contact centre standards.
10. Educating customers about the bank’s products and services and directing them toward available resources for self-help.
11. Resolving customer inquiries, requests, and feedback to the satisfaction of the customer, and completing necessary documentation and subsequent solutions accurately.
12. Ensuring group compliance and control standards are observed and met in the execution of customers’ transaction requests.
13. Using technology and system tools as directed and within established guidelines.
14. Ensuring knowledge is up-to-date by participating in individual and team trainings, meetings, and reading information posted in the contact centre’s knowledge management system.
15. Keeping abreast with current issues in the banking environment.

Job Requirements

1. Degree/Diploma in any discipline.
2. Candidates without relevant experience are welcome to apply.
3. Although preferred, previous experience in a call centre, financial services, or fraud setting is not essential. Our dedicated onsite training team will provide you with a specifically designed training programme and support in your new role.
4. Possess a positive mindset with a “CAN-DO” attitude and a passion to deliver quality customer service.
5. Possess a pleasant voice, excellent comprehension, communication, interpersonal skills, and work etiquette.
6. Good command of written and spoken English.
7. Good analytical skills with a passion for working with numbers.
8. Resourceful, proactive, results-driven, attentive to detail, and a good team player who likes to work in a fast-paced changing environment.
9. Passionate about working, responsible, and possessing a good working attitude.
10. Proficient in PC skills, including MS Office applications.
11. Ability to work on staggered/rotational shifts including weekends and public holidays to support 24x7 contact centre service operations.

Shift Options (Choose 1)

1. Option #1: Weekends/Public Holidays 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 10 pm + 1-hour meal break.
   • Rest Day and Off Day: Scheduled by Client (1 weekday + 1 weekend, non-consecutive) or otherwise advised by the Client.
2. Option #2: AM & PM Shifts + Weekends/Night
   • 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 + 1-hour meal break. Includes night shift.
   • Rest Day and Off Day: Scheduled by Client (1 weekday + 1 weekend, non-consecutive) or otherwise advised by the Client.