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UOB · 2 months ago

VP Customer Service(Fraud-Group Retail)

Central Region (City Area)

Full-time

Onsite

Mid Level

3+ years exp

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. The VP of Customer Service for the Fraud-Group Retail will manage customer compensation appeals related to fraudulent transactions, ensuring compliance with bank policies and creating a positive customer experience.

BankingFinanceFinancial Services

Responsibilities

Manage the processing and review of customer compensation appeals related to fraudulent transactions or scams. Ensure each case is reviewed thoroughly, and compensation decisions are made in accordance with the bank’s policies and procedures

Ensure that all customer interactions are handled in compliance with bank policies, regulatory requirements, and legal standards. Review and monitor cases to ensure that investigations are complete, and customer communications are clear and empathetic

Ensure empathetic, patient, and effective communication. Strive to create a positive customer experience, even in difficult situations involving fraud or financial loss

Qualification

Fraud managementCustomer serviceRetail banking knowledgeCRM systemsCommunication skillsProblem-solving skillsAttention to detailAdaptability

Required

Bachelor's Degree

At least 3 years of customer service experience in retail banking, fraud prevention, or claims management. Candidates with lesser years of experience will also be considered

Strong understanding of retail banking products and services, fraud detection processes, scam prevention, and compensation protocols. Familiarity with financial regulations and consumer protection laws

Excellent communication, and interpersonal skills. Strong problem-solving skills, with a customer-first mindset

Proficient in CRM systems, case management tools, and basic office software (e.g., Word, Excel)

Strong empathy and a commitment to providing excellent customer service, especially when dealing with distressed customers affected by fraud or financial loss

Strong attention to detail when managing fraud cases, processing compensation requests, and analyzing performance metrics

Ability to make informed decisions in a fast-paced environment, particularly when handling escalated cases or complex customer issues

Ability to quickly adapt to changing circumstances, including shifts in fraud trends, regulatory changes, or evolving business priorities