United Overseas Bank clinches win at Asian Experience Awards 2024 for scam prevention framework

The SPOT Framework targets to uncover potential scams and facilitate in the prevention of victims falling prey to scammers.

Regional bank United Overseas Bank (UOB) secured the Singapore Service Experience of the Year - Banking category title at the highly sought-after Asian Experience Awards 2024 for its successful introduction of the SPOT Framework that provides fraud protection to all customers against scams by equipping all frontliners with a guided approach to detect, tackle and intercept scam incidents.

SPOT, which stands for “Sense,” “Probe,” “Observe,” and “Take Action,” is an essential framework that is used by all UOB branch staff to identify and assist potential victims of scams today. It focuses on equipping frontliners with a structured and guided approach to scam prevention in order to safeguard customers’ interest.

“Sense” suggests to take notice of any suspicion at first encounter whilst interacting with customers. “Probe” would be the next step to start interacting with customer and trying to ask leading questions to reaffirm any initial suspicion. “Observe” suggests taking note of customer’s behaviour and reactions. “Take Action” is the final step in the framework where the suspicion has been confirmed and required action to assist the customer immediately is to be taken.

Since the start of this initiative, the number of scam cases prevented by UOB more than doubled to a total of 193 scam cases at branches. The total losses prevented have amounted to S$4.43m in 2023. Additionally, UOB is also the only bank invited to take part in a year-end roadshow organised by the National Crime Prevention Council and the Singapore
Police Force in the past year.

Its scam prevention efforts have also been recognised in the media, wherein they have featured several cases of how UOB employees have saved customers from losing huge amounts of money.

Minister of State for Home Affairs, Social and Family Development Sun Xueling has also commended the scam prevention efforts of the bank that has resulted in the first ever arrest of an impersonator scammer at a UOB branch.

“UOB emphasises on instilling confidence in our customers and reassuring all that we battle scam threats and financial crimes alongside them, and we can provide adequate support readily,” the company said.

The Asian Experience Awards celebrates companies that are leading the way in building a sustainable future. It also highlights businesses that demonstrate outstanding commitment and achievement in environmental, social, and governance practices.

The Asian Experience Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2025 awards programme and be acclaimed for providing meaningful brand experiences to stakeholders, please contact Jane Patiag at [email protected].