Singapore’s OCBC bank is set to introduce a secure in-app calling feature across its retail and business banking platforms. This move comes as a response to a significant increase in scams involving impersonation and a decreasing faith in traditional phone-based verification systems.
OCBC’s new in-app calling feature will be incorporated into its digital banking apps. This feature offers customers a safer, more convenient way of contacting the bank’s customer service center, particularly for those travelling overseas. Users will be able to avoid international dialing charges thanks to this feature.
The feature will be made progressively available to retail customers starting November 2025, following its initial rollout to corporate users via the OCBC Business app in June 2025. This development is highly relevant considering the bank handles over 8,000 calls from overseas customers each month.
As the entire industry begins to shift away from SMS One-Time Passwords (OTP), OCBC recognizes the increasing threats posed by scammers who exploit phishing techniques and social engineering attacks. The availability of personal data online has also compromised the effectiveness of traditional security questions.
To provide a more secure communication channel, OCBC will route calls directly through its authenticated app environment. This environment is secured using biometrics or access credentials and a digital or hard token. Security questions will only be used for high-risk transactions.
OCBC plans to extend the in-app calling feature to outbound calls by the first half of 2026. This will allow contact center and anti-fraud teams to connect with both retail and business customers via the secure app environment.
Impersonation scams have become a significant concern in Singapore, especially those involving government officials. The use of in-app calls can help users distinguish between legitimate outreach and fraudulent calls as they are significantly more challenging for scammers to mimic.
The introduction of the in-app calling feature is part of OCBC’s wider strategy to bolster trust and safety in digital banking. This strategy spans across retail, SME, and corporate segments.
As scams become more sophisticated and tactics more inventive, banks in Singapore are speeding up their transition away from vulnerable verification methods. They are working towards strengthening secure, app-based ecosystems to ensure customer safety and trust.
What is the purpose of OCBC’s new in-app calling feature?
The new in-app calling feature is designed to provide customers with a safer and more convenient way to contact the bank’s customer service center, particularly for those travelling overseas.
When will the in-app calling feature be available to retail customers?
The in-app calling feature will be made progressively available to retail customers starting from November 2025.
How does the in-app calling feature enhance security?
The in-app calling feature enhances security by routing calls directly through an authenticated app environment, secured using biometrics or access credentials and a digital or hard token. Security questions will only be used for high-risk transactions.
