Senior Officer, Annual Fee Retention Officer

Company: 1011 United Overseas Bank Ltd

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

Job Description

Handle inbound and outbound calls professionally and efficiently, ensuring a positive customer experience.

Handle customer enquiries on Credit Cards, CashPlus, Smart Pay, Annual Fees and Unsecured Loans, including account information, product features, and application status.

Perform cross-selling of financial products and services based on customer needs and eligibility.

Ensure accurate and timely documentation of customer interactions in CRM systems.

Follow up on pending documentation and application requirements via email and phone.

Adhere to compliance, data privacy, and operational guidelines.

Escalate complex or unresolved issues to the appropriate teams for further handling.

Meet individual and team KPIs, including service quality, productivity, and sales targets.

Job Requirements

Min GCE O Levels with minimum 1–3 years of experience in Customer Service, Contact Centre, Credit Card Operations, Retention, Collections, or Retail Banking.

Experience handling Credit Card Annual Fee waivers, card retention, or customer servicing is advantageous.

Exposure to call centre or customer engagement environments preferred.

Strong communication and interpersonal skills.

Customer-centric with strong persuasion and negotiation abilities.

Ability to manage objections and handle difficult customer conversations professionally.

Good analytical skills to assess customer value and retention opportunities.

Strong attention to detail and documentation accuracy.

Ability to work independently and in a fast-paced environment.

Proficient in Microsoft Office applications.

Additional Requirements

Develop, Engage, Execute, Strategise

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

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