Job Advert Details
Some careers grow faster than others.
If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with 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.
Within International Wealth and Personal Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking and Insurance.
In this role, you will:
Impact on the Business
- Monitor detection systems (SAS.EFM) and ensure that all cases are attended urgently after created. Achieve the standard create to open hour set by the regional
- Take proper action to prevent further fraud transaction on the credit/debit card account by blocking the card
- Take efforts to contact merchant/acquirer for fraudulent transaction cancellation if applicable
- Respond to external parties (acquirer, merchant, and other risk contact) and internal parties (Authorization, Customer Service, Charge back, Credit and Collection) regarding the transaction verification
- Perform all administrative job and follow up action required related to the early detection functionality including Warning bulletin listing, card blocking monitoring, fraud tagging, account at risk, etc…
Customers / Stakeholders
- Provides excellent customer service to complex inbound/outbound customer calls by keeping up to date on training and internal communications
- Apply high customer service standard to all customers and perform sound protection for HSBC customers by transaction monitoring function. Provide a reliable & trustful response for all customer queries and take necessary action to avoid complaints from customers
- Certified to handle multiple propositions (i.e. card product, internet banking) and has specialized in one of the high complex roles within Fraud Risk & Investigation
- Owns and resolves issues
- Treat customers fairly and with integrity.
Leadership & Teamwork
- Acts as a role model for our Group values and behaviors (Open, dependable, Connected) supporting colleagues and customers to deliver superior customer service through these values
- Values diversity amongst team
- Take officer’s task when they are out.
Operational Effectiveness & Control
- Knowledge of Group compliance, Operational Risk, DIM, FIM, RCA requirement, regional guidelines and local procedures
- Maintains HSBC internal control standards
- Awareness of all elements of Operational Risk associated with the role in Fraud Monitoring.
Qualifications
Job Requirement
To be successful in the role, you should meet the following requirements:
- Must have education standard to at least university diploma and be of a legal working age
- Must be proficient in language(s) required by the process
- 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 specialized applications
- Excellent communication skills and is polite and friendly at all times
- Displays patience and empathy
- A knowledge expert who has the ability to teach/mentor others
You’ll achieve more when you join HSBC.
http://www.hsbc.com/careers
HSBC is 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. 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 The Hongkong and Shanghai Banking Corporation Limited