OCBC introduces secure in-app calls, making overseas banking support easier for retail customers

OCBC is rolling out in-app calling for its retail banking customers, giving travellers a safer and more convenient way to reach the bank when they need help overseas. The feature, which will be introduced for retail customers progressively from November 2025 on the OCBC app, eliminates the hassle of international call charges and reduces the risks associated with traditional hotline verification. This service has been available to business banking customers since June.

The upgrade is designed for moments when customers need urgent assistance abroad, whether they suspect credit card fraud, notice unfamiliar transactions or face account security concerns. According to OCBC, its retail and business customers make more than 8,000 overseas calls to the bank each month, highlighting the demand for accessible and dependable support while travelling. Currently, OCBC is the only local bank to introduce such a function. 

Because in-app calls take place entirely within OCBC’s secure digital banking environment, customers must first authenticate themselves using biometrics or login credentials, paired with a digital or physical token. This means callers no longer need to rely heavily on SMS OTPs or answer lengthy security questions, both of which scammers have increasingly exploited through phishing and impersonation tactics. As SMS OTPs and personal information become easier to compromise, OCBC’s app-based approach offers a safer alternative for verifying genuine callers.

The bank will also extend in-app call functionality to outbound calls from the first half of 2026. When OCBC contacts customers, the call will appear directly within the app, making it significantly harder for scammers to mimic bank numbers and helping users distinguish legitimate communication from fraudulent attempts. With government-official impersonation scams on the rise, this added layer of authenticity aims to restore confidence in phone interactions.

OCBC says the move reflects both customer behaviour and the bank’s ongoing anti-fraud efforts. As scam tactics become more sophisticated, especially abroad, creating a trusted channel inside the app helps reduce anxiety for travellers who may otherwise hesitate to answer or make calls regarding urgent banking issues.

For retail customers, the benefit is straightforward: no more IDD charges, no more guessing whether an unexpected call is real, and a much smoother experience when sorting out banking matters far from home.