‘We have to listen a lot and be patient’: OCBC Bank officer doubles up as anti-scam adviser
OCBC Bank's assistant vice-president of customer relations Norlela Samad shares her experience in handling scam cases and the importance of educating the public about such matters.
Intelligence analysis by Llama
As a specialist in handling scam cases, Norlela frequently encounters incidents where elderly customers are reluctant to be upfront about what happened. She believes that her responsibilities go beyond simply helping customers with their banking needs and sees herself as a 'calming presence' for victims of banking scams.
Imagine you're at the bank and someone tries to trick you into giving them money. A bank officer named Norlela helps people who get scammed by listening to their problems and teaching them how to avoid scams in the future.
Analysis
The Challenges of Handling Scam Cases
As a specialist in handling scam cases, Norlela frequently encounters incidents where elderly customers are reluctant to be upfront about what happened. She believes that her responsibilities go beyond simply helping customers with their banking needs and sees herself as a 'calming presence' for victims of banking scams.
In one instance, Norlela encountered an elderly customer who went to the bank's White Sands branch in Pasir Ris to withdraw hundreds of thousands of dollars. Sensing something was amiss, Norlela reminded the woman to be wary of the types of scams that were prevalent then. However, her warning was brushed aside.
Norlela, who has worked at OCBC for 30 years, shared that some scam victims are reluctant to be forthcoming about what happened. 'We will ask questions and advise customers who have fallen victim to scams about the steps they can take,' she said. 'However, sometimes the customers themselves do not want to listen to our advice or share information with us. This is because they do not want other people to interfere in their affairs.'
The Importance of Education
Norlela believes that educating the public about scams is crucial in preventing such incidents. She sees herself as a 'calming presence' for victims of banking scams and an 'adviser' who guides them in how to identify the signs and dangers of scams.
As a front-line staff member, Norlela also has to be prepared to share the burden of their troubles. She does this by lending an ear, listening to every one of her customers' grievances: 'It is like being a counsellor – we have to listen a lot and be patient,' she said.
The Emotional Toll
Norlela does not shy away from the emotional toll of handling scam cases. 'It is mentally and emotionally exhausting, but it is important to educate the public about such matters,' she said.
In conclusion, Norlela's experience highlights the importance of educating the public about scams and the role of bank officers in handling such cases.
Key points
- Bank officers like Norlela play a crucial role in handling scam cases and educating the public about such matters.
- Scam victims are often reluctant to be forthcoming about what happened, making it challenging for bank officers to help them.
- Educating the public about scams is crucial in preventing such incidents and ensuring a safer banking experience for everyone.
If more people like Norlela are trained to handle scam cases, it could lead to a decrease in the number of scams and a safer banking experience for everyone.
If scam victims are not willing to listen to advice and share information, it could lead to a higher number of scams and more people getting hurt.
