Posting Date: 28 Aug 2024
Location: Kuala Lumpur, Wilayah Persekutuan
Company: UOB Innovation Hub 2 Sdn. Bhd.
About UOBUnited Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of around 500 offices in 19 countries and territories in Asia Pacific, Europe and North America. UOB's purpose is to build the future of ASEAN. Our purpose guides The UOB Way – that defines our unique culture and belief system, anchored on our values of being Honourable, Enterprising, United and Committed, and our people philosophy of Care, Growth and Trust.
About the DepartmentUOB Innovation Hub 2 (InnoHub2) is a UOB-wholly owned subsidiary and a Centre of Excellence based in Malaysia, providing Group Business Services (GBS) to support the UOB Group. Started in 2021 with technology application design, development and support, InnoHub2 is expanding beyond technology services to deliver other business services to support the Bank's growth ambition. We are looking for talented and motivated individuals to be part of the pioneer team spearheading the development and delivery of the new services.
As part of the InnoHub2 team, you will have the opportunity to work on Group initiatives and gain regional business exposure. We are dynamic, passionate and purposeful about delivering trusted financial solutions that enable business growth. An exciting career progression with varied opportunities awaits you at IH2. Come grow your career with us.
Job ResponsibilitiesSupervise daily operations functions on authorisation, transaction monitoring, and administration work matters.
Oversee the team during their shifts and take lead to resolve merchant and customer issues.
Guide Authoriser on admin duties and coach new staff on daily operation functions.
Provide training and support to staff on fraud detection and prevention measures.
Perform voice-authorisation and assist merchants and customers at POS transactions.
Meet Service Level Agreements (SLA) standards on pick-up calls (for merchants and customers).
Assist in transaction code cancellation requests received from merchants, customers, and Contact Centre.
Manage email duties and authorization, assisting Call Centre & RMs on block/unblock of cards, temporary increase limit adjustment, and bypass security check for customers transactions.
Support Cards & Payments (CPP) - CPP and Cards Operations (COPC) to process Authorisation code for unsecured products.
Conduct regular reviews such as call quality monitoring, to ensure compliance with company policies and procedures.
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. Respond to customer inquiries regarding credit & debit card transactions and account statuses.
Educate customers on card usage, security, and fraud prevention.
Monitor and review card transactions for potential fraud and irregularities.
Monitor and analyze transactions to detect fraudulent activities using Visa/Mastercard fraud detection tools.
Job RequirementsAble to use MS Office and possess good written and communication skills.
Pleasant disposition with good interpersonal skills.
Possess strong analytical skills.
Possess high standards of customer service.
Manage tasks and responsibilities with minimal supervision. Take initiative and be proactive in solving problems.
Be a team player, collaborate effectively with colleagues, and assist team members when needed, fostering a positive team environment.
Ability to work both independently and collaboratively in a fast-paced environment.
Able to perform 24-hour rotating shifts including weekends & public holidays and to be on standby for recall when called upon.
Ability to work in a fast-paced environment with the ability to take pressure and meet the demands of the job.
Previous experience in fraud surveillance in the banking sector or law enforcement agencies will be highly considered.
Be a part of UOB FamilyUOB 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.#J-18808-Ljbffr