Bank officer balances customer service role with anti-scam advocacy

Norlela Samad, an Assistant Vice President of Customer Service at OCBC Bank, has taken on a dual role that extends beyond traditional banking operations. Drawing on her frontline experience with customers, Samad has become an informal anti-scam adviser, helping victims navigate the aftermath of financial fraud.

The role has revealed insights into the psychological barriers that prevent scam victims from seeking help. According to Samad, many individuals who have fallen prey to fraudsters are reluctant to disclose details about their personal circumstances, often due to shame or fear of judgment. This hesitancy can complicate recovery efforts and prevent victims from accessing support services.

"We have to listen and be patient," Samad said, highlighting the importance of creating a safe environment for victims to share their experiences. Her approach emphasizes empathy and understanding, recognizing that scam victims often face emotional trauma alongside financial loss.

The initiative reflects growing concerns across Singapore's financial sector about rising scam incidents. Banks are increasingly tasked with playing a role in victim support and fraud prevention, with frontline staff becoming crucial touchpoints in these efforts. Samad's dual responsibilities underscore how traditional banking roles are evolving to address contemporary security challenges in the digital economy.