HSBC Group

Business: Central Operations

Open positions:1

Role Title: Customer Service Executive GSC's

Global Career Band: 8

Location (Country / City ): India/ Hyderabad

Recruiter Name : Chiransha Gupta

Why join us?

• This job profile provides a broad overview of the Job Processor Client and Claims Processorand is not intended to exhaustively describe the job.
• This position is part of the Global Operations team, SGH Chargeback  Operations. The role holder will be required to provide delivery of an optimum customer experience, reviewing the onboarding and servicing requests with in SGH Chargeback CLBS team .

What you’ll do:

• Key activities and decision making areas
• Instructions / requests are correctly interpreted and fully undertaken.
• Common fraud / errors / irregular customer requests are identified and escalated in accordance with procedures in a timely manner.
• Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
• Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.
• Ensure that the productivity and quality levels are achieved as per the standards sent for the process.
• Demonstrate ways to improve customer service, increase productivity and reduce operational losses.
• All data requirements (timesheets and ad hoc process information) is accurately updated in a timely manner.

 Quality and Customer Service

• Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation.
• Contribute to the team effectively and manage for value at all times.
• Issues / problems are effectively investigated and resolved or are

 Technical knowledge

Acquire and update knowledge on procedures related to relevant processes.

 Compliance

• To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
• To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant Compliance Department.  The term ‘compliance’ embraces all relevant laws, rules and codes with which the business has to comply within India and in relation to the countries migrating work to the assigned GSC.
• To be aware of the Operational Risk scenario associated with their role, and to ensure that all actions take account of the likelihood of operational risk

Tasks and responsibilities of the job holder may include some or all of the following:

• Review all the entries within intermediatory suspense accounts to ascertain Fraud/uneconomical losses/Good Will and Operational Losses for the month. 
• Maintains attention to detail and accuracy in entries within the Dispute GL accounts to clear them in a timely manner (with knowledge of the Chargeback process and section 75 of the Consumer Credit Act)
• Ability to identify entries outside normal procedures, to make sound, considered decisions, and escalate to the leadership team where appropriate – considering both the customer impacts and the inherent risk for both customer and company
• Ability to articulate case decision/rationale to internal colleagues and where required, in response to the Financial Ombudsman
• Detailed Fraud MI with all fraud losses should be submitted to business for approvals.
• Accounting of all Fraud losses to Profit & Loss accounts
• Assist business on BRIO reports wherever required.
• Monthly reporting – Submit Monthly Fraud trends for all countries across MENA for WPB & CMB
• Feedback & coaching: Ensure constructive feedback to processing staff on any error observed while reviewing the entries.
• Business support: Provide SME support on all Fraud related queries from FCTM team and business.
• MI reports – Responsible to maintain Year on Year fraud trends across all MENA countries.
• Regulatory reports- Responsible for submitting monthly regulatory MIs.
• Work with Dispute processing and BRCS teams to ensure entries are reconciled and GL account files are reviewed on a daily basis.
• An ability to manage caseloads/daily tasking queues effectively against changing priorities
• Training/Coaching and development of colleagues for skills and capability improvement
• Use knowledge of card scheme changes, products, processes and procedures to address customer needs both through the team and individually
• Continually evaluate processes and procedures to support long-term innovative, efficient solutions

What you will need to succeed in the role:

• Core cards knowledge (E)
• Training or coaching experience in an operations environment (E)
• Knowledge and experience of working in Chargebacks processes (E)
• Understanding on reconciliations (E)
• Computer literacy (word processing, PowerPoint, Excel, and database applications) (E)
• Excellent oral, written, and interpersonal communication skills. (E)
• Ability to adapt in a dynamic and fast-paced environment. (E)
• Graduation(E)
• Ability to speak and understand English fluently.
• Ability to write business letters and reports, prepare Mis on excels and analyse the same.
• Ability to grasp quickly.
• Ability to understand and interpret numeric data.
• Minimum, basic computer knowledge.
• Flexibility to work shifts.
• Good interpersonal/Communication skills
• Ability to multitask

 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 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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