Disputes Case Handler

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.

Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

The Disputes Case Handler will be required to undertake a multi-disciplined customer service delivery role, providing multi-channel support for key aspects of the Cards journeys. 

This role is telephony based and customer facing, We support our customers through more challenging times where they need to dispute a card payment as well as more general queries relating to their debit or credit cards. With enhanced training, Disputes Case Handlers are suited to handling complex Card queries, supporting our customers fully. 

The main part of the role is processing key dispute, ATM and other cards queries, through specialist systems to resolve issues raised by the customer, in a timely and efficient manner, adhering to regulatory scheme directives.

Coaching and team member development will be undertaken to support the improvement of knowledge, skills and capability to successfully perform this role.

A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.

In this role you will:

• Provides high quality service for maximum customer satisfaction, by resolving the customer query at first contact where possible, in an empathetic manner
• Maintains attention to detail and accuracy in supporting customers to appropriate resolutions in a timely manner (with knowledge of the Chargeback process and section 75 of the Consumer Credit Act)
• Take ownership and initiative to complete necessary research and customer follow up both independently and within a team (written and verbal correspondence)
• Ability to identify cases outside normal procedures, to make sound, considered decisions, and escalate to the leadership team where appropriate – considering both the customer impacts and the inherent risk for both customer and company
• Processing of servicing requests for Transaction Disputes and complex card queries including, where necessary taking preventative actions to protect customers’ accounts from fraud
• Review claims and make commercial, liability decisions where applicable, mindful of limiting the Bank’s losses
• Sharing case outcomes and develop templates/aids to support team investigations and consistent decisions
• Liaison between the wider HSBC business stakeholders to support the function (Fraud and the Complaints Teams; Customer Care; Press Office etc.)
• Handle customer complaints professionally whilst providing background data for hand off
• Ability to articulate case decision/rationale to internal colleagues and where required, in response to the Financial Ombudsman
• Use knowledge of card scheme changes, products, processes and procedures to address customer needs both through the team and individually

To be successful in this role you should meet the following requirements:

• Must have experince in a similar customer facing, telephony based role.
• Strong written, spoken communication skills with an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to a wide and varied audience
• An ability to manage caseloads/daily tasking queues effectively against changing priorities
• Experinece of Training/Coaching and development of colleagues for skills and capability improvement
• Continually evaluate processes and procedures to support long-term innovative, efficient solutions

This role is hybrid and based in Chester.

Opening up a world of opportunity