OCBC has introduced secure in-app calling across its retail and business banking platforms, positioning itself among the first banks in Singapore to embed a native, app-based communication capability aimed at reducing impersonation fraud and lowering reliance on SMS OTPs and security questions. The capability is already live for corporate customers on the OCBC Business app following a June 2025 rollout, and will be extended progressively to retail banking customers from November 2025. The bank noted that the feature is particularly relevant for the more than 8,000 monthly calls it receives from customers calling from overseas, offering a no-IDD-charge alternative for urgent enquiries such as suspected credit card or account fraud. Reducing dependence on vulnerable verification methods The move reflects an industry-wide shift away from traditional verification methods that have become increasingly exposed to phishing and social engineering risks. OCBC highlighted that advancements in spoofing technologies are making SMS OTP interception more common, while security questions have lost effectiveness as more personal data becomes publicly accessible. In-app calls are conducted within the secure environments of the OCBC and OCBC Business apps, where customers must authenticate via biometrics or login credentials combined with digital or hard tokens. Security questions will only be applied when customers request high-risk transactions. Outbound in-app calls to begin in first half of 2026 The bank will also begin using in-app calls for outbound communications from the first half of 2026, including calls from retail, business banking and anti-fraud teams. Because the calls originate directly within the app interface, OCBC said they are “significantly harder for scammers to replicate”, helping customers distinguish genuine calls from fraudulent ones. The enhancement comes amid a surge in impersonation scams in Singapore, with 1,762 cases reported in the first half of 2025 — nearly triple the level a year earlier. Sunny Quek, head of global consumer financial services at OCBC, said: “Calls remain a vital channel of communication between banks and customers, especially in urgent situations. Yet, we recognise that trust in phone calls has eroded. This is perfectly understandable as scam calls have become common, and their tactics have become more sophisticated. In-app calling capabilities are therefore powerful as it helps restore confidence by ensuring that calls happen in a secure, authenticated space. It is also intuitive and more convenient for customers to make calls from within the app.” Melvyn Low, head of global transaction banking at OCBC, added: “With in-app calls, we're making it safer and easier for businesses to connect with us. This adds another layer of security to our digital banking experience. It not only helps safeguard against fraud and scams, but also empowers our customers to focus on what matters most: running and growing their business, and managing their banking needs and transactions with peace of mind.”
