UOB plans to coach employees throughout all its branches and Privilege Banking Centres in Singapore to establish and assist potential victims of familial monetary abuse by the top of 2025.
The financial institution describes the initiative as an trade first, aimed toward tackling rising instances of abuse by shut members of the family.
Developed in partnership with NTUC LearningHub, the coaching equips frontline employees to recognise warning indicators, handle delicate conditions, and search assist from related authorities.
It additionally enhances UOB’s present SPOT framework, which guides employees to sense, probe, observe, and take motion when responding to suspected abuse or fraud.
So far, three pilot periods involving 60 employees have been accomplished.
UOB goals to coach 400 workers throughout its 53 branches and Privilege Banking Centres by the top of this yr.
The programme, titled Shielding Susceptible Prospects from Potential Monetary Abuse, runs for seven hours and consists of principle, interactive simulations, and role-plays primarily based on real-life situations corresponding to suspicious transactions, irregular joint account requests, and third-party interference.
A one-hour competency evaluation follows every session.
The curriculum relies on precise instances encountered at UOB branches and was customised with NTUC LearningHub to replicate frontline realities.
The objective is to equip employees with each technical information and sensible expertise, notably when supporting weak clients who could also be manipulated by members of the family.
“Our department employees usually function the primary and final line of defence in opposition to monetary abuse for patrons visiting our branches, particularly the aged and weak. Monetary abuse perpetrated by members of the family is especially insidious and heartbreaking, with such instances oftentimes being extra delicate and difficult for our employees to deal with.
Nevertheless, as accountable custodians of our clients’ monies, we should act decisively and proactively to forestall such instances from propagating. “Being the primary monetary establishment to coach our frontline employees to higher spot and help potential victims, we hope to empower our department frontliners of their important function to spearhead the bucking of this pattern.”
stated Benny Chan, Managing Director, Group Channels and Digitalisation, UOB.