OCBC has launched in-app calls for its business and retail banking customers, allowing them to contact the bank without incurring International Direct Dialling (IDD) charges. This feature, available on the OCBC and OCBC Business apps, aims to reduce fraud by minimising reliance on SMS One-Time Passwords (OTPs) and security questions, which are increasingly vulnerable to phishing and social engineering tactics.
The in-app calls, which began for corporate customers in June 2025, will be available to retail customers from November 2025. This service is particularly beneficial for customers needing urgent assistance whilst overseas, such as in cases of suspected credit card fraud. OCBC reports that over 8,000 calls are made by business and retail customers from abroad each month.
The secure environment of the apps requires customers to log in using biometrics or access credentials, coupled with digital or hard token provisioning, ensuring two-factor authentication. This approach aims to prevent impersonation scams, which have been on the rise in Singapore, with 1,762 cases reported in the first half of 2025.
From the first half of 2026, OCBC plans to use in-app calls for outbound communication with customers, further distinguishing genuine bank calls from fraudulent ones. Sunny Quek, Head of Global Consumer Financial Services at OCBC, emphasised the importance of restoring trust in phone communications, stating, “In-app calling capabilities are powerful as they help restore confidence by ensuring that calls happen in a secure, authenticated space.”
Melvyn Low, Head of Global Transaction Banking, added, “With in-app calls, we’re making it safer and easier for businesses to connect with us.” This initiative not only safeguards against fraud but also empowers customers to manage their banking needs with peace of mind.
