HSBC Group

Open positions: 1

Global Career Band: 6IC

Why join us? 

Fraud Risk operations team is an integral part of Shared Service Contact Centre. The Fraud Operations team deals with Fraud Prevention and Detection processes and constantly working towards combating fraud and protecting the Bank and our customers from losses and fraud risk.

The team comprises several global processes which support the global businesses across all regions of the group.

The Opportunity:  

Senior Fraud investigator provides subject matter expertise on claims and associated fraud risks, helping to ensure effective resolution of investigations, pioneering techniques and technology that protect our business, our customers, and many communities where we operate from the harm associated with financial crime. 

What you’ll do:     

• Responsible for investigating any complex fraud activities or cases referred by Law Enforcement/FCI or pro-active reviews.
• Handle complaint cases referred by internal and external parties including Fraud Mitigation Strategy, Customer Relations, Chargeback, Business etc.
• Engage and provide support to frontlines (i.e. Branch, Contact Center) for fraud-related inquiries.
• Manage the day-to-day operation of an expanding fraud team, ensuring that KPIs are met and regular reports and MIs produced for the management team.
• Responsible for review, approve or conduct quality checking on fraud cases and maintenance within mandated SLA working days.
• Analyse and recommend actions to improve the performance through case review, approval and quality check.
• Arrange regular catch-up meetings with management and operations to share observations and recommendations and align the quality standard.
• Work closely with the senior management team to ensure that operational capacity is correctly aligned to combat a variety of fraud types.
• Manage procedure to ensure it is up-to-date and compliant with the regulatory requirement.
• Follow up projects for transformation and digitalization.
• The role holder is required to work with considerable autonomy, dealing with issues for which there is no obvious solution while still being able to apply judgment. The job holder is also expected to help guide other colleagues in the team and make suggestions based on their knowledge and experience. Ongoing need to seek and implement efficiency improvements and enhancements to the conformance processes and procedures.

What you will need to succeed in the role:       

• Experience in a processing environment, preferable with risk related experience.
• Excellent communication skills both verbal and written. (Fluent reading, written and oral Cantonese/Mandarin/English.)
• Knowledge of, and experience in problem solving techniques.
• Ability to learn quickly and transfer knowledge appropriately.
• Ability to build rapport with, and relate to a wide range of people.
• Decision making based on experience, judgment and Fraud Operations process knowledge.
• Ability to multi-task and work under pressure, ability to meet tight deadlines.
• Ability to drive key performance parameters in the team.
• Ability to challenge the norm and to identify innovative solutions to improve processes and procedures.

Please refer the Candidate User Guide in the below link to understand your own journey as a candidate.

https://hsbchrdirect.service-now.com/esc?id=kb_article&table=kb_knowledge&sysparm_article=KB0184596&sys_kb_id=712b5f041b1f82908d3a0fe7ec4bcbd6

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.

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 (Guangdong) Ltd. GSC China***

(* The information contained in this job description is a true and accurate reflection of the job as specified.)