The posting
About the Role
We are seeking a motivated and customer-focused individual to join our client's Anti-Scam Team on a 6-month contract basis.
The successful candidate will support scam prevention, case management, customer engagement, and recovery efforts. You will work closely with internal stakeholders, law enforcement agencies, and other financial institutions to help protect customers from scams and support ongoing investigations.
This role offers valuable exposure to fraud risk management, scam detection, investigations, and customer protection within a dynamic banking environment.
Key Responsibilities
Scam Detection & Investigation Support
1. Review and assess scam-related alerts, customer referrals, and escalated cases in accordance with established procedures.
2. Conduct investigations into suspected scam cases and gather relevant information to support case assessments and decision-making.
3. Identify and escalate high-risk cases promptly to minimise potential customer losses.
4. Maintain accurate and complete case records within internal systems.
Customer Engagement & Scam Prevention
1. Engage customers to assess potential scam concerns, verify transaction intent, and provide scam awareness education where appropriate.
2. Exercise sound judgement in identifying potential scam victims and recommending appropriate intervention measures.
3. Handle customer interactions professionally and empathetically, particularly in situations involving financial losses or suspected scams.
Trend Analysis & Intelligence Gathering
1. Collect and document information relating to scam typologies, modus operandi, and emerging fraud trends.
2. Support the team in identifying recurring scam patterns, hotspots, and emerging threats.
3. Maintain databases and records to facilitate reporting, investigations, and trend monitoring.
Recovery & Stakeholder Coordination
1. Engage scam victims, where required, to obtain additional information supporting investigations and recovery efforts.
2. Follow up on reported and intercepted scam cases to support fund recovery and case resolution activities.
3. Liaise with Law Enforcement Agencies (LEAs), financial institutions, and internal stakeholders to facilitate investigations and information sharing.
4. Maintain timely and accurate documentation of case actions, recovery efforts, and investigation outcomes.
Continuous Improvement
1. Contribute to process enhancement initiatives aimed at improving scam detection and operational effectiveness.
2. Support ad-hoc projects, reporting requests, and anti-scam initiatives undertaken by the team.
Requirements/Qualifications
Diploma or Degree in Banking, Finance, Business, Criminology, Law, or a related discipline.
Skills & Experience
1. Experience in fraud management, financial crime, banking operations, investigations, customer service, or risk management is advantageous.
2. Strong analytical and investigative mindset with attention to detail.
3. Ability to assess information objectively and make sound decisions under pressure.
4. Excellent communication and interviewing skills.
5. Ability to handle sensitive and confidential information with discretion.
6. Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
Personal Attributes
1. Strong sense of integrity, accountability, and professionalism.
2. Passion for protecting customers and combating scams.
3. Resilient and able to perform in a fast-paced environment.
4. Strong interpersonal skills and ability to work collaboratively across teams.
5. Curious mindset with a willingness to learn about emerging scam typologies and fraud trends.
PERSOL Singapore Pte Ltd • UEN No. 200007268E • EA License No. 01C4394 •EA Registration No.R22109454 (Malcolm Lee Jun Hao)
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