Inbound/Email/Chat Support | Customer Service Officer | SMM

Managed banking and credit card inquiries for Mass Market and Wealth Banking segment customers in Singapore, delivering outstanding service and support via live chat. Assisted customers with their Digital Banking access and performed additional required verification for any high-risk updates and/or transactions for the customer.

Managed banking and credit card inquiries for Mass Market and Wealth Banking customers in Singapore, delivering outstanding service and support. Provided comprehensive assistance to customers in Merchant Services and Business Banking, efficiently and professionally addressing their needs and inquiries. Demonstrated expertise in utilizing the Bank's digital banking platform, offering seamless support to customers with their digital banking requirements.

Expertly assessed and resolved scam-related cases for Singapore customers across banking and card accounts, ensuring prompt and effective solutions. Collaborated with stakeholders to track customer actions and feedback, working closely with the Fraud Support Team to meet resolution timelines. Monitored internal and external follow-up processes, ensuring strict adherence to regulatory requirements, policies, and procedures across Business and Servicing Units.

Efficiently managed the Cards Department mailbox, providing timely and accurate email support by responding to customer inquiries and resolving issues via email.

Collaborated with cross-functional teams to enhance internal processes for fraud mitigation, driving continuous improvements in risk detection and response strategies. Contributed to the development and implementation of more effective fraud prevention measures, optimizing workflows and ensuring a stronger, more proactive approach to fraud management.