Senior Officer/Manager, Customer Service, Contact Center

About UOB

United Overseas Bank Limited (UOB) is one of Asia’s major banking groups, supported by a network of more than 500 branches and offices across 19 countries and territories in Asia Pacific, Europe, and North America. In Asia, the group is anchored by its headquarters in Singapore, along with banking subsidiaries in China, Indonesia, Malaysia, and Thailand, plus additional branches and offices. With a history of over 80 years, UOB is built on the values of Honorable, Enterprising, United, and Committed, which guide how the organization serves its customers, supports colleagues, and works toward long-term success.

Role Overview

This position sits within the customer service contact center and focuses on handling inbound and written customer interactions efficiently, accurately, and with a strong service mindset. The role requires balancing service quality, compliance, and timely issue resolution while supporting customers across banking channels.

Key Responsibilities

• Handle customer questions and requests received through phone, email, written communication, and social media in a professional and timely manner.
• Deliver responses that meet service standards, turnaround targets, and accuracy expectations, while showing empathy in every interaction.
• Act quickly on urgent customer matters and ensure follow-up is completed without delay.
• Protect sensitive customer information and follow internal procedures as well as regulatory guidelines at all times.
• Diagnose customer issues correctly, resolve what can be handled directly, and route more complex matters to the appropriate teams.
• Educate customers on banking products, services, and digital self-service tools to encourage efficient resolution where suitable.
• Record all interactions in the case management system to maintain a clear audit trail and support compliance requirements.
• Work closely with internal stakeholders to help ensure customer concerns are resolved smoothly end to end.

Requirements

• A diploma or similar qualification is required; a degree in Business, Finance, or a related discipline is considered an advantage.
• At least 1 year of customer service experience is preferred, especially in a contact center or financial services setting.
• Recent graduates with a strong learning attitude and a customer-focused approach are welcome to apply.
• Strong spoken and written communication skills are essential.
• The ability to stay productive in a busy environment and handle several tasks at once is important.
• Applicants should be calm, empathetic, and composed when managing challenging customer conversations.
• Must be open to shift work, weekends, public holidays, and overtime when operationally required.

Additional Information

UOB is an equal opportunity employer and makes hiring decisions based on business requirements, job needs, and relevant qualifications. The company does not discriminate on the basis of age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. Candidates who need assistance or reasonable accommodations during the recruitment process should share this when submitting the application.

Company Values

UOB’s culture is shaped by its core values: Honorable, Enterprising, United, and Committed. These principles influence how the bank operates internally and how it serves customers across its network.