Senior Officer 1

About UOB

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 in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

Job Description

Key responsibilities

Authoriser - Card Authorisation

• Process and authorize credit & debit card transactions in a timely and accurate manner.
• Perform voice-authorisation and give assistance to merchants and customers at POS transactions.
• Meeting Service Level Agreements (SLA) standards on pick-up call (for merchants and customers).
• Manage email duties, assisting Call Centre & RMs on block/unblock cards, temporary increase limit adjustment, and bypass security check for customers.
• Support Cards & Payments (CPP) Cards Operationsto process Authorisation code for unsecured products.

Authoriser – Merchant and Customer Support

• Establish and maintain relationships with merchants, providing support and guidance on credit & debit card transaction processes.

• Assist merchants with inquiries and resolve any issues related to card authorizations.
• Assist in transaction code cancellation request receive from merchants, customers and Contact Centre.
• Respond to customer inquiries regarding credit & debit card transactions and account statuses.
• Educate customers on card usage, security, and fraud prevention.
• Assist customer to adjust Temp Increase Limit.
• 24/7 emergency card replacement support.
• Act as point-of-contact with Card Scheme

Authoriser – Card Surveillance Support (transaction monitoring)

• Monitor and review card transactions for potential fraud and irregularities.
• Monitor cards transaction in real time alerts queue and identify high risk transactions. 
• Monitor and analyze transactions to detect fraudulent activities using Visa/Mastercard fraud detection tools.
• Observe customer transactions and identify suspicious and fraudulent activities such as account take over (scam fraud), friendly fraud, lost & stolen card, and Credit Master attacks. Block/unblock cards, and attempt transaction cancellation when necessary.
• Contact customer or manually trigger SMS notification to alert customer of suspicious transaction and perform verification with customer.
• Follow-up on uncontactable customer by calling or sending SMS to notify to mitigate losses.
• Manage customer's expectation and explain to customer on fraudulent transactions and scam activities.
• Support Fraud Investigation Team and Fraud Issuing team when required on fraud matters.
• Perform merchant ID blocking to prevent Bin attack fraud and support CPP on parameter maintenance for 3DS system.

Requirements

• Diploma or equivalent qualification preferred.
• Proficient in English. Ability to converse in in Mandarin (and dialects), Bahasa Malay, Tamil will be a plus.
• Able to use MS Office and possess good written and communication skills.
• Pleasant disposition with good interpersonal skills.
• Possess strong analytical skills.
• Possess high standard of customer service.

Additional Requirements

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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