Bukit Merah - Financial Crime & Anti-Fraud Customer Service (Bank Sector Client - Call Centre)

• Minimum attendance required (95%) in order to pass the training programme.

Shift Timings (Choose 1 Option):

1. 5 hours per week

Rest Day and Off Day : Scheduled by Client (1 weekday + 1 weekend, non-consecutive)

Or otherwise advised by the Client

1. 5 hours per week

Rest Day and Off Day : Scheduled by Client (1 weekday + 1 weekend, non-consecutive)

Or otherwise advised by the Client

Key Responsibilities:

• Provide excellent service via phone, ensuring customer issues are resolved efficiently and professionally.
• Respond to fraud/scam cases and investigate suspicious transactions promptly.
• Maintain customer confidentiality and comply with bank regulations.
• Guide customers on bank products, services, and available self-help tools.
• Accurately log calls and ensure all follow-up actions are completed.
• Stay updated on policies, procedures, and industry developments through regular training.
• Educate customers on bank products, services, and self-help resources.
• Use system tools effectively and stay updated through training and knowledge resources.
• Stay informed on banking trends and competitor developments.

If you’re proactive, detail-oriented, and passionate about helping people, we’d love to hear from you!

Job Requirements:

• No prior experience required — on-site training will be provided! Experience in call centres, banking, or financial crime anti-fraud investigations is a bonus.
• Positive attitude with a strong passion for delivering excellent customer service.
• Clear and pleasant speaking voice with strong communication and interpersonal skills.
• Good command of spoken and written English.
• Strong analytical and numerical skills.
• Detail-oriented, resourceful, and able to work well in a fast-paced, dynamic environment.
• Responsible, proactive, and a great team player.
• Proficient in Microsoft Office and general PC skills.
• Ability to work on staggered/rotational shifts including weekends and Public Holidays to support 24x7 Contact Centre service operations.
• Liaising and Escalating with relevant BUs / Compliance to meet MAS Compliance and Regulatory standards.

• Gathering Evidence for Scam Report and Escalating to relevant BU for Touchpoint / Investigation /
• Understanding Fraud & Scam Terminology and Methodologies.
• Advisory & Prevention of Bank's Customers from Pig Slaughtering Scam, Jobs Scam, E-Commerce Scam, Phishing Link Scam (Tokenised / No chargeback right transaction, Phishing Impersonation (Government Impersonation / Friends Scam), Investment Scam.
• Flagging of Mule Accounts / Funnel Accounts.