Senior Fraud Officer

Job Title: Senior Fraud Officer

• Fraud Operations is an integral part of SSCC. The role requires to identify fraudulent activity on various products, across multiple platforms, to protect Company assets and our customers, with minimal supervision. Leads by example and may assist with training and other departmental support as needed. Knowledge of CIIOM Expat Fraud Detection is Mandatory.

In this role, you will:

Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)

• Contribute to fraud loss mitigation through effective review and resolution of targeted detection efforts.
• Fulfil customer and business initiated inquires by all channels as assigned to resolve potential and confirmed fraudulent activity.
• Take measures to acquire a good understanding of processes assigned to; allocate tasks daily to the team consisting of Customer Service Executive(s).
• Handle escalations, resolve queries and support team to handle customer queries / issues effectively with minimal supervision.
• Responsible for ensuring compliance as per audit requirements by performing the required audit checks for the process.
• Take measures to initiate and/or receive contact from customers, potential victims and external parties while monitoring various queues, reports and items as part of the fraud prevention process.
• Responsible for achieving individual key performance indicators and development whilst maintaining appropriate operational risk control and compliance in all activities. (e.g. Productivity %, Contact Rate, RPH, AHT, etc.).
• Responsible for providing quality customer service over the phone to resolve customer enquiries at a high level of customer satisfaction.
• Taking ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution.
• Knowledge of all Fraud systems used for assigned job functions.
• Responsible for identifying, investigating, and preventing financial crimes that holds significant risks to the customers and the company.
• Review the FC-UARs received, complete the investigation for them and provide a detailed report for further reporting.
• Responsible for ensuring timely escalation of Fraud Trends, issues, etc., to Management and Fraud Risk.
• Continuous improvement in OOE and performance against Global Operating Metrics.

Leadership & Teamwork 

• With minimal direction seeks out opportunities to increase knowledge and improve skills to understand the industry and will assist management in providing support for the department.
• To support the Manager in ensuring efficient & effective service management of process to achieve business targets such as training, question resolution, and escalated case handling.
• Actively engage in self-development and performance improvement with immediate supervisor.
• Develop own knowledge and expertise, sharing with colleagues and internal customers
• Participate in team meeting / team activities and work towards sustaining team spirit.
• Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
• Support achievement of team objectives & participate in development of cohesive teams.
• Contribute to the creation of a supportive work environment driven by people centric values.
• Build professional relationships with colleagues in other areas.

To be successful you will:

Functional Knowledge

• Adhere strictly to compliance and operational risk controls in accordance with Company and regulatory. standards, policy and practices, report control weaknesses, compliance breaches and operational loss events.
• Exercise proper operational checks and undertake self-audit to ensure accuracy and quality of work output.
• Acquire and update knowledge on procedures related to relevant processes.
• Issues/problems are effectively investigated and resolved or appropriately referred with recommendations.
• Identify opportunities for improving process efficiencies as & when relevant.

Others

To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.

• To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance department. The term compliance embraces all relevant laws, rules and codes with which the business must apply.
• To continually re-assess 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. 

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You’ll achieve more at HSBC 

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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