OCBC is adding in-app calling to its digital banking apps, with access for retail customers rolling out progressively from November 2025 after an earlier launch for corporate users in June 2025.

The feature lets customers call the bank directly within the OCBC and OCBC Business apps and is intended to improve security by reducing reliance on SMS one-time passwords and security questions.

OCBC is among the first banks in Singapore to introduce this capability.

The bank said the function will be particularly helpful for customers who need urgent assistance overseas, including those dealing with suspected card fraud or account security issues.

OCBC receives more than 8,000 overseas calls each month, and in-app calls will not incur international direct dial charges.

SMS OTPs and security questions are becoming more vulnerable as scammers use advanced phishing methods and tap publicly available personal information.

In-app calls take place in a secure, authenticated space where customers must log in using biometrics or credentials paired with a digital or hard token.

Security questions will only apply when a customer requests a high-risk transaction during the call.

Outbound in-app calls will begin from the first half of 2026 and will be used by OCBC’s retail and business contact centres and its anti-fraud team.

Because these calls appear within the app, they are harder for scammers to imitate and make it easier for customers to confirm that the call is genuine.

Sunny Quek, Head of Global Consumer Financial Services, 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, OCBC, said,

“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.”

Impersonation scams remain a concern in Singapore, with cases rising to 1,762 in the first half of 2025, nearly triple the number from a year earlier.

Featured image: In-app calls take place within the OCBC (left) and OCBC Business (right) apps’ secure environments