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UOB frontline staff further trained to prevent and combat scams

Nurdianah Md Nur
Nurdianah Md Nur • 3 min read
UOB frontline staff further trained to prevent and combat scams
The programme is one of the customised scam preparedness programme offered by Singtel and SIM. Photo: Bloomberg
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Over 1,000 frontline employees from the United Overseas Bank U11 -

(UOB) recently underwent a cyber scam preparedness programme co-developed by the bank, Singtel Cyber Security Institute (CSI) and Singapore Institute of Management Academy (SIM).

Led by trainers from Singtel and SIM, the workshops included common scam typologies and scenarios encountered by UOB’s frontline staff. Participants underwent simulations of different tactics used by scammers, such as deep fakes and phishing to harvest customers’ credentials. This gave them a better understanding of scammers’ mindsets and modus operandi to better convince customers to accept assistance or empathise with customers’ situations.

Additionally, participants engaged in robust discussions with experts on anti-scam strategies to better align with measures set out by the Monetary Authority of Singapore. They also learnt key elements of strategic decision-making in formulating their response when dealing with scammers.

“Safeguarding our customers’ assets is our foremost priority, and our branch employees serve on the frontline every day protecting customers against an invisible enemy whose tactics are constantly evolving. This new cyber scam preparedness programme will complement existing training to fully equip our employees to better spot and handle the latest scam tactics, strengthening our line of defence to support customers,” says Janet Young, UOB’s managing director and group head for Channels & Digitalisation and Strategic Communications & Brand.

UOB has been making efforts to proactively manage scam and fraud risks across all its touchpoints including branches, internet banking and mobile banking channels. Its frontline staff regularly receive structured training on fraud awareness to strengthen their capabilities in detecting and resolving scam and fraud cases.

Part of a wider upskilling effort to combat scams

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This cyber scam preparedness programme is part of an initiative by Singtel CSI and SIM to upskill and reskill employees of large enterprises. It includes over 16 hours of interactive workshops, tabletop exercises and assessments to guide enterprises on preventing, identifying and combating scams to strengthen their overall cyber resilience against evolving threats.

The programme can be customised according to specific enterprise needs. Eligible participants would receive subsidies of up to 90% of the course fees from SkillsFuture Singapore (SSG) because Singtel CSI is one of the industry leaders appointed as SSG’s Queen Bee to provide skills development, advisory support and curated training for business transformation.

“All enterprises need to be equipped to deal with increasingly complex scams that deploy artificial intelligence, phishing, social engineering and other modes of deception to trick consumers into giving away their critical personal data. This is especially imperative for banks whose customers are often targeted. We’re glad our partner, SIM Academy, shares our mission to arm consumers and enterprises with the necessary tools and skills to protect their vital assets and reputation, which are crucial to thriving in a digital economy and advancing as a society,” says Ng Tian Chong, CEO of Singtel Singapore.

Seah Chin Siong, president and CEO of SIM, adds: “Cybersecurity is a shared responsibility. As the training partner selected to deliver this programme, SIM Academy contributes to the national agenda of building stronger defence protocols against scams. With Singtel being recognised as a leader in cyber security, customers looking for training solutions in this area can be assured of a robust and comprehensive approach, empowering enterprises to navigate digital threats with confidence and resilience. We look forward to commencing the training for UOB’s teams and engaging with other large enterprises to customise a similar programme for them.”

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