Digital Banking Customer Support & Fraud Monitoring Specialist, Asia M/F

Digital Banking Customer Support & Fraud Monitoring Specialist, Asia M/F

Business type

Types of Jobs - IT, Digital et Data

Job title

Digital Banking Customer Support & Fraud Monitoring Specialist, Asia M/F

Contract type

Permanent Contract

No

Job summary

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 a mandatory requirement for this role, reflecting the need for regular interaction with clients in the North Asia region. Mandarin and Cantonese are 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 elevate incidents, anomalies, and service issues in 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

Geographical area

City

Bachelor Degree / BSc Degree or equivalent

Degree in Finance or a related discipline

Level of minimal experience

3-5 years

Experience

3–5 years of experience in customer support, preferably within digital banking or financial services

Required skills

• 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

General information

Entity

Indosuez Wealth Management has a solid foundation in Asia as a pioneering bank with more than a century old heritage, when Banque de l'Indochine opened its historic offices in Hong Kong and Singapore. From these two locations, branches of CA Indosuez (Switzerland) SA, almost 220 highly specialised wealth managers combine their knowledge of the region with the vast opportunities provided by the global network of Indosuez Wealth Management and the Credit Agricole group.

By working every day in the interest of society, we are a group committed to diversity and inclusion. All our positions are open to people with disabilities.

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