Vice President Customer Care Management Group Retail

Company: 1011 United Overseas Bank Ltd

About UOB

United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values – Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.

Job Description

• Oversee the resolution of fraud and scam cases, ensuring timely investigations and clear communication with customers. Ensure that team members accurately capture and document fraud cases, investigate issues, and follow up with customers regularly.
• Supervise 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.
• Develop training materials and conduct regular training sessions to improve the team’s knowledge of fraud detection techniques, scam awareness, and compensation procedures. Provide continuous development opportunities to ensure the team is equipped with the necessary skills to handle complex cases.
• Track key performance indicators (KPIs) such as case resolution times, customer satisfaction, and compensation claim outcomes. Use data-driven insights to identify areas for improvement and implement corrective actions as needed.
• Act as the escalation point for complex or high-priority fraud and compensation cases. Provide support and guidance to team members when handling difficult or sensitive customer situations.
• Ensure that customer care representatives consistently provide empathetic, patient, and effective communication. Strive to create a positive customer experience, even in difficult situations involving fraud or financial loss.
• Prepare and present regular reports on team performance, case outcomes, trends in fraud/scams, and compensation statistics. Maintain accurate records of fraud cases, compensation appeals, and customer interactions.

Job Requirements

• Bachelor’s Degree
• At least 10 years of customer service experience in retail banking, fraud prevention, or claims management, with at least 2 years in a leadership or supervisory role.
• 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 leadership, communication, and interpersonal skills. Ability to provide clear guidance and constructive feedback to team members. Strong problem-solving skills, with a customer-first mindset.
• Proficient in CRM systems, case management tools, and basic office software (e.g., Word, Excel). Experience with fraud detection and reporting systems is a plus.
• 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.
• Collaborative and supportive, with the ability to lead by example and foster a positive, high-performing team culture.
• Ability to quickly adapt to changing circumstances, including shifts in fraud trends, regulatory changes, or evolving business priorities.

Additional Requirements

Develop (Competency), Engage (Competency), Execute (Competency), Strategise (Competency), University-Bachelor

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

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