WB Fraud & Scam Customer Management
OCBC · Malaysia · 10d ago
WHO WE ARE:
As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.
Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future.
We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.
Your Opportunity Starts Here.
Job Purpose
Lead the end-to-end case management of Wholesale Banking online transactional fraud disputes and scam-related customer cases, ensuring timely resolution, regulatory compliance, effective customer engagement, and robust governance.
Drive operational excellence through continuous process improvement, data-driven insights, and strong internal stakeholders’ collaboration while delivering fair and consistent customer outcomes, proactive customer engagement throughout the case management lifecycle
Responsibilities:
1. Customer Case Management & Resolution
Oversee the management and resolution of unauthorized, seemingly authorized and authorized transactional fraud disputes and scam-related customer cases in compliance with regulatory requirements, SEFT guidelines, and Service Level Agreements (SLAs).
Ensure timely issuance of case acknowledgements, customer communication, case updates, outcome notifications, and resolution throughout the case lifecycle.
Liaise with customers to obtain supporting documentation, evidence, and relevant information required to facilitate transactional fraud investigations and case assessments.
Maintain accurate and complete records of customer interactions, correspondence, supporting documents, and case outcomes
Lead customer remediation and redress processes, ensuring fair, transparent, and consistent customer outcomes.
Govern the Shared Responsibility Review (SRR) Framework, ensuring customer complaint and/or disputes are assessed, validated, and escalated in accordance with approved governance requirements.
Oversee the execution of reimbursement arrangements and related legal documentation arising from approved SRR decisions, where applicable.
2. Process Governance & Continuous Improvement
Drive the design, review, and enhancement of transactional fraud and scam-related customer management processes to strengthen controls, efficiency, and customer experience.
Collaborate with the Bank Anti-Fraud to maintain governance frameworks, operating procedures, and service standards to ensure effective case management and improvement of customer experience.
Ensure alignment of processes with regulatory expectations, audit requirements, and organizational objectives.
Champion fair customer outcomes and adherence to Fair Treatment of Financial Consumers (FTFC) principles.
3. Stakeholder & Regulatory Management
Build and maintain strong relationships with internal and external stakeholders to support effective transactional fraud and scam-related customer case management.
Represent the function in governance forums, management committees, regulatory engagements, and strategic initiatives.
Drive cross-functional collaboration to deliver process enhancements and business objectives.
4. Management Information & Insights
Oversee the delivery of management reporting, dashboards, and performance metrics to support strategic decision-making.
Leverage data insights to identify trends, improve customer outcomes, and strengthen operational controls.
5. Governance, Risk & Compliance
Ensure compliance with all applicable regulatory requirements, internal policies, and governance standards.
Participate in audit and regulatory engagements relating to transactional fraud and scam-related customer management processes.
Drive timely remediation of audit issues, regulatory observations, and control weaknesses.
Requirements:
Professional qualification or university degree.
For working professional, extensive knowledge of transactional fraud and scam management, customer remediation, and banking operations is at advantage.
Good data analysis skill and familiar with data analytics solutions (working experience in data analytic tools such as Python, SQL is at advantage).
Good knowledge of Microsoft software applications such as Microsoft Project, Excel, PowerPoint, Word (PowerBI is at advantage).
Good interpersonal and communication skill.
Committed to service excellence and quality in area of work.
Able to work independently with minimal supervision as well as a team player.
Ability to lead process transformation and drive sustainable operational improvements.
Demonstrate flexibility and willingness to accept new assignments/project and challenges.
Who we are
As Singapore's longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.
Today, we're on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation.
But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia's leading financial services partner for a sustainable future.
We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here.
What we offer
Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Equal opportunity. Fair employment. Selection based on ability and fit with our culture and values. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.
What we offer:
Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.