Financial Crime & Anti-Fraud Customer Service (Banking Call Centre)

We are seeking proactive and service-oriented individuals to join our Contact Centre team as Fraud Prevention and Customer Protection Officers. You will be the first line of defence in identifying and responding to fraud and scam-related cases, providing crucial support and advisory to customers while upholding compliance with MAS regulations.

Training programme details:

• There will be an initial 5 weeks training programme whereby you will be required to pass a on the job training, role-play, theory assessment (on different banking products/services/CRM system usage/business processes) in order to be posted to your work teams (2 attempts given).
• Minimum attendance required (95%) in order to pass the training programme.

Shift timings weekends 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 7AM to 10pm + 1-hour meal break in between.
• Rest day and off day: scheduled by client (2 non-consecutive off-days per week, example: 1 weekday & 1 weekend depending on work schedule), or otherwise advised by the client.

Responsibilities:

• Handle inbound calls professionally and resolve customer queries efficiently.
• Respond promptly to suspected fraud and scam cases; gather evidence and escalate for investigation.
• Maintain confidentiality and comply with PDPA and MAS Notice 626 regulations.
• Educate customers on fraud types (e.g., phishing, job scams, impersonation, investment scams).
• Guide customers on bank services and self-help tools.
• Accurately document call logs and follow up on outstanding cases.
• Stay current on fraud trends, banking procedures, and system tools through ongoing training.
• Identify and flag mule/funnel accounts to relevant business units or compliance teams.

Job requirements:

• No prior experience required; full training provided.
• Call centre, banking, or anti-fraud investigation experience is a plus.
• Clear, pleasant speaking voice with strong communication and interpersonal skills.
• Good command of English and basic Microsoft Office skills.
• Analytical, detail-oriented, and able to thrive in a fast-paced environment.
• Willing to work on rotational shifts, including weekends and Public Holidays.
• Team player with a strong sense of responsibility and service excellence.