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 adecuado 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 cli

📌 Digital Banking Customer Support (Asia)
🏢 Crédit Agricole
📍 Asia