HSBC Group

Business: Fraud Operations

Open positions:  1

Role Title: Fraud Officer GSC’s

Global Career Band: 8

Location (Country/City) : Kolkata

Recruiter Name:  Kanupriya Mishra

Why join us?

Fraud Operations is an integral part of Wealth and Personal Banking. The department deals with Fraud Detection, Prevention and Mitigation and constantly works towards combating financial fraud and protecting the Bank and our customers from losses. The team supports most of the global businesses across all regions of the group.

The Opportunity:

• Under minimal supervision, identify fraudulent activity on Card products, across multiple platforms, to protect Company assets and our customers.
• Engage and Discover Customer Needs over Inbound calls.
• Deliver Service Excellence.
• Identify and escalate opportunities to ensure investigations are as effective and efficient as possible.
• Initiate and/or receive contact from customers, potential victims and external parties while monitoring fraud transactions.
• Lead by example and adhere to relevant policies and procedures.
• Protect the Bank - through vigilance against fraud, knowing your customer, adhering to regulations/policies and minimizing operational risk.

What you’ll do:

Impact on the Business/Function

• Contribute to fraud loss mitigation through effective review and resolution of targeted detection efforts.
• Conduct customer interactions in accordance with the Brand values to optimize the customer experience.

Customers / Stakeholders

• Fulfill customer and business initiated inquires by all channels as assigned to resolve potential and confirmed fraudulent activity.
• Adhere to procedures, compliance, and regulations to ensure that the customer and business is protected against losses and risks.

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.
• Assist management in providing support to the department such as training, question resolution, and escalated case handling.
• Actively engage in self-development and performance improvement with immediate supervisor.

Operational Effectiveness & Control

• 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.
• Mastery of all Fraud systems used for assigned job functions.
• Achieve department standards particularly productivity and quality requirements. Maintain daily productivity logs and accurate payroll entry.
• Complete required and recommended training and development courses
• Complete other responsibilities, as assigned.

What you will need to succeed in the role:

• Bachelor's degree or equivalent experience. (R)
• Strong communication, client focus and influencing skills, both verbal and written (R)
• Knowledge of and experience in problem solving techniques (E)
• Ability to learn quickly and transfer knowledge appropriately (E)
• Ability to meet tight deadlines (E)
• A degree of a strategic thinking (E)
• Eye for detail and analytical skills. (E)
• Decision making based on experience, judgement, and Fraud Operations process knowledge (E)
• Flexibility to work 24 / 7 working environment in line with business requirements (E)
• Ability to multi-task and work under pressure (E)
• Ability to challenge the norm and to identify innovative solutions to improve processes and procedures (D)

Specific Skills (If Any)

• Employees must meet performance and behavioural standards as defined in the policy.

What additional skills will be good to have?

• Proven ability to prioritise workload effectively in line with business priorities.
• Reporting and MS Office skills
• Operates effectively across cultures and in multi-cultural diverse work environments.
• Experience of working with multiple regional teams’ desirable.

Link to Candidate User Guide:

https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a

 (Or)

Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar. https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard

You’ll achieve more at HSBC

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.

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.”

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