UOB plans to train staff across all its branches and Privilege Banking Centres in Singapore to identify and support potential victims of familial financial abuse by the end of 2025.
The bank describes the initiative as an industry first, aimed at tackling growing cases of abuse by close family members.
Developed in partnership with NTUC LearningHub, the training equips frontline staff to recognise warning signs, manage sensitive situations, and seek help from relevant authorities.
It also complements UOB’s existing SPOT framework, which guides staff to sense, probe, observe, and take action when responding to suspected abuse or fraud.
To date, three pilot sessions involving 60 staff have been completed.
UOB aims to train 400 employees across its 53 branches and Privilege Banking Centres by the end of this year.
The programme, titled Shielding Vulnerable Customers from Potential Financial Abuse, runs for seven hours and includes theory, interactive simulations, and role-plays based on real-life scenarios such as suspicious transactions, irregular joint account requests, and third-party interference.
A one-hour competency assessment follows each session.
The curriculum is based on actual cases encountered at UOB branches and was customised with NTUC LearningHub to reflect frontline realities.
The goal is to equip staff with both technical knowledge and practical skills, particularly when supporting vulnerable customers who may be manipulated by family members.
“Our branch staff often serve as the first and last line of defence against financial abuse for customers visiting our branches, especially the elderly and vulnerable. Financial abuse perpetrated by family members is particularly insidious and heartbreaking, with such cases oftentimes being more sensitive and challenging for our staff to handle.
However, as responsible custodians of our customers’ monies, we must act decisively and proactively to prevent such cases from propagating. “Being the first financial institution to train our frontline staff to better spot and assist potential victims, we hope to empower our branch frontliners in their vital role to spearhead the bucking of this trend.”
said Benny Chan, Managing Director, Group Channels and Digitalisation, UOB.
