Fraud Operations Agent, Business Risk

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

 HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Fraud Operations Agent, Business Risk

In this role, you will:

• Review and action the potential fraud alerts in line with defined queue priorities, service levels, and operating procedures. Conduct risk-based triage using alert context, transaction data, merchant profile information, and behavioural history to determine the appropriate investigative approach.
• Complete end-to-end investigations by analysing transaction patterns (e.g., velocity, refund/void irregularities, card-not-present spikes, geo/device anomalies, unusual ticket size, and time-of-day trends). Apply proportionate outcomes, including closure of false positives, enhanced monitoring, information requests, and escalation for restrictions/holds/termination in accordance with policy.
• Maintain clear, evidence-based case notes to support auditability and consistent decision-making. Manage alerts and concerns raised by merchants (e.g., suspected terminal or credential compromise, abnormal chargeback increases, suspicious refund activity), ensuring timely acknowledgement and structured follow-up.
• Support fraud-related dispute and chargeback investigations by validating evidence, distinguishing likely fraud drivers (including friendly fraud), and coordinating with Disputes/Chargebacks and Merchant Services teams. Provide approved, practical guidance to merchants on immediate containment actions and capture relevant learnings for trend analysis.
• Detect and escalate emerging merchant acquiring fraud typologies (e.g., refund fraud, collusion, bust-out activity, laundering via refunds) through established escalation routes. Escalate high-risk merchants, repeat patterns, and material loss events promptly, supporting decisions aligned to risk appetite and governance expectations.
• Contribute to root-cause analysis of confirmed events and recommend control enhancements, including rule tuning, queue logic improvements, and operational playbooks.
• Record fraud events, alert dispositions, and case outcomes accurately within case management and reporting tools. Support daily, weekly, and monthly fraud MI packs by maintaining complete and high-quality operational logs.
• Monitor and report key operational indicators (e.g., alert volumes, conversion rates, losses prevented, false positives, and turnaround times), escalating data quality issues where identified.
• Provide structured operational feedback on the effectiveness of fraud detection rules, models, and alerting to support ongoing optimization of the FMS. Identify recurring false positives, suppression opportunities, and detection gaps, and share evidence-based recommendations with Fraud Strategy and Analytics.
• Participate in periodic rule review sessions, bringing frontline insight to improve detection accuracy while reducing customer and merchant friction.

To be successful you will:

• Graduate degree (or equivalent relevant experience).
• Minimum 4 years of relevant experience in fraud operations, transaction monitoring, merchant acquiring, payments/cards operations, or disputes/chargebacks investigations
• Demonstrated experience reviewing and investigating fraud alerts using Fraud Monitoring Systems or rule-based detection tools (e.g., FICO Falcon, Featurespace ARIC, Feedzai, Actimize, or equivalent).
• Understanding of the merchant acquiring and card payment lifecycle (authorisation, clearing, settlement) and key fraud/chargeback drivers.
• Strong analytical and investigative capability, with the ability to interpret patterns and make well-reasoned, defensible decisions.
• High standard of written communication, with the ability to produce concise, audit-ready documentation.
• Proven ability to manage competing priorities and deliver to SLAs in a high-volume environment without compromising quality.
• Effective stakeholder communication skills, including professional engagement with merchants and internal teams.
• Sound judgement, integrity, and accountability for customers, merchant, and bank outcomes.
• Collaborative mindset with continuous improvement orientation.

You’ll achieve more at HSBC

www.hsbc.com/careers

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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