Fraud officer

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

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.

Why join us? 

Fraud Operations team in GSC Cairo is an integral part of the Credit Control Services. The Fraud Operations team deals with Fraud Prevention, Detection processes and constantly working towards combating fraud & Information Risk and reduce losses for the bank. The team comprises several global processes which support the global businesses across all regions of the group. Main Purpose pivot around close supervision, identify fraudulent activity on products serviced to protect Company assets and our customers. Initiates and/or receives contact from customers, potential victims and external parties while monitoring various queues, reports and items as part of the fraud prevention processes.

The Opportunity:

• To provide exceptional customer service to customers at the first point of contact involving meeting their needs in one call while seeking opportunities to extend and develop the relationship.
• The role also includes gaining lucid knowledge on Scam related queries, dealing with cases where in other banks reporting fraudulent credit to HSBC customers.
• Understanding the fraud risk, identifying the red flags and adhere to procedures, compliance, and regulations to ensure that the customer and business is protected against losses and risks.
• Undertake meaningful unscripted conversations with customers to facilitate positive customer outcomes.
• Deal with customer data ethically and in accordance with the regulatory requirements.
• Contribute to the continuous improvement of HSBC by identifying and taking ownership of opportunities for improvement to the processes you use, the services you will provide and the values you can add.
• Take ownership of personal development and training, through regular review of performance against business objectives, and take responsibility for self-development.
• Personally contribute to an environment where colleagues want to work and where customers feel valued.
• Carry out a range of processing tasks and handling of customer calls ensuring relevant productivity and quality measures are achieved for customers in line with HSBC specified process and procedures.

What you’ll do:

• Deal with customer’s queries in a 24/7 contact centre based environment. Ensure delivery of best in class service standards. Stay connected with fraud & scam trends & constantly endeavour to avoid any losses for the bank.
• Consult victims of identity theft on recommended actions to take to clear their credit and protect against future fraud.
• Resolve queries in a timely and satisfactory manner.
• Through day-to-day activity, consider updates to departmental processes to ensure that customers are processed through the fraud process as smoothly as possible.
• Facilitate and record escalations to the Fraud Manager.
• Perform against targets individually whilst contributing to the overall productivity of the team.

What you will need to succeed in the role:

• Decision making based on experience, judgment and Fraud Operations process knowledge.
• Knowledge of, and experience in problem solving techniques
• Ability to speak, understand and communicate fluently.
• Ability to write business letters and reports.
• Excellent email conversational / telephone skills.
• Ability to learn quickly, retain and transfer knowledge appropriately.
• Ability to understand and interpret numeric data.
• Flexibility to work 24 / 7 working environment in line with business requirements.
• Ability to meet tight deadlines.
• Ability to build rapport with and relate to a wider range of people.
• Good MS Office Skills (Excel, PowerPoint, Word)

What additional skills will be good to have?

• Ensure quality and productivity standards are maintained.
• Ability to understand and interpret numeric data.
• Ability to multi task and work under pressure.
• All applicants must have a minimum performance rating of good.
• Strong communication & time management skills are required.
• Ability to communicate through emails.

Principal responsibilities

• Deal with customer’s queries in a 24/7 contact centre based environment. Ensure delivery of best in class service standards. Stay connected with fraud & scam trends & constantly endeavour to avoid any losses for the bank.
• Consult victims of identity theft on recommended actions to take to clear their credit and protect against future fraud.
• Resolve queries in a timely and satisfactory manner.
• Through day-to-day activity, consider updates to departmental processes to ensure that customers are processed through the fraud process as smoothly as possible.
• Facilitate and record escalations to the Fraud Manager.
• Perform against targets individually whilst contributing to the overall productivity of the team.

Requirements

• Decision making based on experience, judgment and Fraud Operations process knowledge.
• Knowledge of, and experience in problem solving techniques
• Ability to speak, understand and communicate fluently.
• Ability to write business letters and reports.
• Excellent email conversational / telephone skills.
• Ability to learn quickly, retain and transfer knowledge appropriately.
• Ability to understand and interpret numeric data.
• Flexibility to work 24 / 7 working environment in line with business requirements.
• Ability to meet tight deadlines.
• Ability to build rapport with and relate to a wider range of people.
• Good MS Office Skills (Excel, PowerPoint, Word)

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.”

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued By HSBC Electronic Data Processing (Egypt) Private LTD***