Senior Fraud Officer,GSC

Role Purpose

Perform routine tasks of investigating fraudulent transactions through customer interactions, reviewing bank accounts/transactions and checking and identifying red flags, ask questions, and escalate potential fraud identified.

Principal Accountabilities and Responsibilities: 

The role holder will:

• Conduct investigations into any potential fraud cases.
• Conduct interviews with internal/external stakeholders to identify any red flags and ascertain fraud claims.
• Review financial transactions as part of the investigation to determine case outcome
• Compile and document data for investigations, carry out a first level analysis,
• Collate all research data for potentially fraudulent transactions in the form of a summary report
• Understand and adhere to established policies and procedures for safeguarding against fraud, security risks at HSBC

Customers / Stakeholders

• Provides excellent customer service to complex customer calls by keeping up to date on training and internal communications
• Trained to handle multiple propositions (i.e. Premier and Non Premier )
• Generates customer loyalty through strong knowledge of key products and services
• Owns and resolves issues and understands how and when to escalate

Leadership & Teamwork

• Acts as a role model for our Group Values and behaviours, supporting colleagues and customers to deliver superior customer service through these values
• Works collaboratively and communicates persuasively, emphasizing teamwork, diversity, and knowledge-sharing both within HSBC and with external business partners
• Act as a role model for our Group values and behaviors, authentically engaging with your team, colleagues and customers to deliver Superior Customer Service through them
• Drives results and holds accountability via performance management policies
• Champions “Speak Up” culture and embraces Diversity and Inclusion

Operational Effectiveness & Control 

• Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
• Maintains HSBC internal control standards
• Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres

Role Context

The role operates within Fraud & Credit Services and interacts with HSBC local and international customers, the post holder must have the ability to deal with different process, different countries, where applicable, and different customer attitudes and requests on a daily basis.

Management of Risk

Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with the Group Operations FIM. 

Observation of Internal Controls

Maintain and observe HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators. Implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external regulators. 

To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant laws, rules and codes with which the business must comply within the country you reside and in relation to the countries migrating work to assigned GSC.

To continually re-access the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures and the impact of new technology in conjunction with the donor Group companies.

Knowledge & Experience / Qualifications

2 years or less of working expreience is a must. 

Must have education standard to at least high school diploma and be of a legal working age

Must be proficient in language(s) required by the process

Displays patience and empathy

Open to working flexible shifting schedules

Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development

Takes pride in delivering what is promised in line with the customer and service expectations

Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order

Ability to work in a high-volume, fast paced environment is required

Proficiency with personal computers and basic software packages and specialised applications

Excellent communication skills and is polite and friendly at all times

A knowledge expert who has the ablity to teach/mentor others