Job description
Open positions: 1
Role Title: Senior Fraud Officer GSC’s
Global Career Band: 7
Location (Country / City ): Hyderabad
Recruiter Name : Kanupriya Mishra
The Opportunity:
The role provides Best in Class service from customers located within UK. Leverage this critical contact center inbound channel to identify needs of customers and provide exceptional services in Risk environment. The role holder will have to manage diverse range of processes within Fraud Operations in a 24/7 high voice contact center environment. Manage complex processes in a changing environment, evaluating operational impacts and change implementation. Under minimal supervision, identifies fraudulent activity on various products, across multiple platforms, to protect customer and organization assets. Initiate or receives contact from customers, potential victims and external parties while monitoring various queues, reports and items as part of the fraud prevention process.
What you’ll do:
Principal Accountabilities: Key activities and decision-making areas
Impact on the Business/Function [COMPLETE 2-3 AREAS]
- 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.
- Accurately analyze and report accounts presented for common characteristics that may lead to a trend.
Customers / Stakeholders [COMPLETE 2-3 AREAS]
- 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.
- Consult victims of identity theft on recommended actions to take to clear their credit and protect against future fraud.
Leadership & Teamwork [COMPLETE 2-4 AREAS]
- 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.
- Demonstrates a mastery of prevention processes and is considered a subject matter expert by peers and management.
- 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 [COMPLETE 2-4 AREAS]
- 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.
Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)
- Ability to demonstrate strong organizational and time management skills to meet department standards of productivity and quality in a high voice production environment.
- Achieve results while managing workloads for multiple products, potentially across various platforms and systems.
- Assume additional departmental responsibilities as required
- Flexibility in working schedule in a 24/7 working environment.
Role Context (The environment and operating conditions of the role including the extent of guidance and authority)
- Minimal supervision and consistent coaching and development from immediate supervisor. Adherence to policy and procedures with expectation of appropriate judgment and discretion being exercised.
- Contribute to fraud loss mitigation through effective review and resolution of targeted detection efforts Continuous improvement in OOE and performance against Global Operating Metrics
- Review and analyze Fraud trends and Financial Risk on cards and accounts, complete the investigation for them and provide a detailed report for further reporting.
- Consult victims of identity theft on recommended actions to take to clear their credit and protect against future fraud.
- Timely escalation of Fraud Trends, issues, etc. to Management and Fraud Risk
- Capacity to be self-reliant and opportunity to demonstrate initiative.
Management of Risk (Operational Risk / FIM requirements)
- The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
- This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
- Also, by addressing any areas of concern in conjunction with line management and/or the appropriate department.
Observation of Internal Controls (Compliance Policy / FIM requirements)
- The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
- The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.
- This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also, when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.
Requirements
What you will need to succeed in the role:
Knowledge & Experience / Qualifications
- Graduate in any stream or equivalent.
- Experience or exposure in Fraud Risk and Investigations.
- Knowledge in transaction monitoring and financial investigations.
- Excellent interpersonal skills with the ability to communicate (Verbal/Written) with customers and external parties.
- Highly effective in good conversational skills to engage customer. Good oral and written communication skills.
- Proven critical thinking, personal organizational and time management skills.
- Ability to learn quickly and transfer knowledge appropriately.
- Flexibility to work shifts in 24/7 high voice contact center environment.
- Good organizational skills, ability to handle work independently and thorough understanding of the job objectives
- High level of awareness about Fraud Risk, compliance and money laundering is maintained all times.
- Time management as the job involves financial and reputation risk.
- Good Knowledge on computers and MS Office
(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 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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***Issued By HSBC Electronic Data Processing (India) Private LTD***
Recruiter name
Kanupriya Mishra
Recruiter email
kanupriya.mishra@hsbc.co.in