HSBC Group

Why join us? 
The Global Contact Centre Shared Operations (GCCSO) business has over 8,000 frontline colleagues working within 14 different Contact Centres in 7 different countries, supporting 16 Wealth Personal Banking (WPB) markets across the globe. GCCSO is one of the largest global WPB teams deployed primarily in the Global Service Centres. Ensuring delivery of a robust  people agenda is key to our success.
The Opportunity: 
The role is responsible for ensuring accurate validation, timely communication, and regulatory compliance for all returned cheques. This includes verifying data, notifying customers in line with Central Bank of Egypt (CBE) requirements, maintaining accurate records, and ensuring quality standards are met throughout the process.

What you’ll do: 
Receive the daily returned cheques file from the Operations team via the designated channel.
Validate the file by removing exclusions as outlined in Appendix 4 (exclusion criteria) & Ensure the correct reasons for cheque dishonor are reflected in accordance with the CBE booklet.
Ensure the correct reasons for cheque dishonor are reflected in accordance with the CBE booklet.
Dispatch SMS/IFS notifications using approved templates to customers (after exclusions) within three (3) working days of cheque return, in compliance with CBE regulations.
Inform customers of the 15-working-day grace period for cheque settlement prior to reporting to I-Score.
Extract and review weekly delivery reports to confirm SMS receipt; in case of delivery failures, contact customers verbally via recorded calls.
Retrieve and provide customer mandate data from FileNet/Jupiter for non-hub returned cheques (e.g., account closures, account restrictions).& Ensure missing information is obtained and shared with the reporting team.
Dispatch SMS notifications for non-hub returned cheques following the same regulatory communication process.
Conduct quality checks on all customer notifications to ensure accuracy and compliance with CBE requirements & Maintain proper documentation and audit trails of all communications and validations.
 

• Experience: minimum of 18 months in current role
• Experience in a customer service environment or related position, preferably in a financial, teleservices or telecommunications company
• Demonstrated experience and knowledge of all products and propositions in contact center scope
• Demonstrates ability to manage and control groups with focus on group dynamics
• Must be proficient in the language(s) required by the process
• Open to working flexible shifting schedules
• Understanding of internal control, risk management (operations), and quality audit parameters
• Computer literacy (word processing, spreadsheets and database applications)
• Excellent oral, written, and interpersonal communication skills
• Ability to adapt in a dynamic and fast-paced environment
• Must have proven ability to rapidly develop and deploy training solutions to support program
• Excellent attention to detail and accuracy in data validation.
• Strong knowledge of CBE regulations and compliance requirements.
   

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 HSBC Electronic Data Processing (Egypt) Private LTD***