We are seeking a Digital Customer Support (DCS) & e-Fraud Specialist to provide centralized digital banking support, client technical assistance, and Level 1 fraud monitoring and escalation for clients across Asia.
This role is ideal for someone with experience in digital banking support, online banking platforms, client onboarding / identification, incident escalation, and fraud alert triage. Fluency in English and Chinese is required, with Mandarin and Cantonese preferred
In this role, you will have the opportunity to support the below tasks, but not limited to: -
Digital Customer Support
- Act as the first point of contact for digital banking support across the Asia region
- Assist clients with access, authentication, identification, login, and connectivity issues
- Guide clients through platform navigation, configuration, and digital banking settings
- Provide telephone-based support and structured troubleshooting for technical issues
- Apply strict client identification and information security protocols before handling requests
- Escalate complex cases to Wealth Managers, Client Service Officers, and internal stakeholders as needed
- Support adoption of the Spektra / digital advisory platform, including functional queries and user guidance
- Log, track, and escalate incidents, anomalies, and service issues in a timely manner
- Monitor service metrics such as call volumes, incident trends, and digital adoption
eFraud Monitoring and Escalation
- Monitor fraud alerts generated by the digital banking fraud monitoring platform
- Perform Level 1 operational triage of suspicious transactions and client activity
- Escalate potential fraud cases promptly to Compliance and relevant stakeholders
- Coordinate with Relationship Managers, Operations, IT, and Client Data teams to support case resolution
- Maintain complete records and audit trails for all alerts, investigations, and escalations
- Contribute to the continuous improvement of fraud detection, escalation processes, and client protection controls
What we are looking for
- 3–5 years of experience in customer support, preferably within digital banking or financial services
- Strong knowledge of online banking platforms, support tools, and digital client servicing
- Excellent communication and interpersonal skills
- Strong attention to detail and high security awareness
- Ability to work in a multicultural, cross-functional environment
- Fluency in English and Chinese; Mandarin and Cantonese preferred as you are expected to support business from North Asia markets and Chinese speaking clients (China, HK and Taiwan).
- Based in Singapore and available during Asia business hours
- Experience with digital investment advisory or online investment research platforms is an advantage
