This post was originally published on Finextra (Security)
OCBC is introducing in-app calls on its digital banking apps, providing stepped-up convenience to customers, especially those who travel outside Singapore, while strengthening protection against fraud.
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The ability to make in-app calls to the bank’s contact centre will be available to retail banking customers progressively from November 2025 on the OCBC app, after the successful rollout for corporate customers in June 2025 on the OCBC Business app. In-app calls will not incur International Direct Dialling (IDD) charges.
The bank expects in-app calls to be especially valuable to customers who need urgent assistance while abroad, such as in cases of suspected credit card fraud or account security concerns. OCBC’s data shows that business and retail banking customers make a total of over 8,000 calls to the bank each month while they are overseas.
The in-app capability also prevents impersonation fraud. Security questions and SMS One-Time Passwords (OTPs) to verify customers who call banks’ hotlines may be increasingly susceptible. Technological developments and sophisticated social engineering tactics are enabling scammers to more easily phish SMS OTPs. The Singapore banking industry is therefore pushing to reduce
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