Job Advert Details
Business: Lending Services
Open positions: 1
Role Title: Asst Mgr – Processing
Global Career Band: 7
Location: Quezon City, Philippines
Recruiter Name: Edward Palma
Why join us?
Cards and Loans is a Business Service that helps facilitate account opening, maintenance, and dispute (among others) for HSBC customers. Mostly engaged in “back-office” processing, this Business Service ensures all necessary are taken to open a credit card or a loan, apply service changes to customer accounts, and assist in raising disputed transactions against merchants. Cards and Loans aims to consistently deliver excellent Customer Experience by processing customer requests in timely manner, ensuring other departments in the value chain (such as Contact Centre and Credit Services) accomplish their deliverables within customer expectations.
The Opportunity:
To manage resolution of cardholder disputes and merchant chargeback cases in accordance with the bank policy and card scheme’s operating regulations.
The jobholder oversees the processes and strategic handling of cardholder disputes and merchant chargebacks to ensure efficient and timely resolution. The jobholder is primarily guided by FIM and BIM regulations, international card scheme rules and mandates, in performing his/her duties. Due to wide scope of technical skills acquired in terms of card acceptance and card scheme mandates, the jobholder assists management and the different functions of the cards business to achieve chargeback control goals. The jobholder follows limits or justifies dispensation from limits contained in the different policies. All deviations and dispensations are routed to senior management for approval.
What you’ll do:
- Sets and reevaluates process quality, efficiency and effectiveness targets, ensuring that PLA goals are met.
- Ensures accuracy of disputes, chargeback or compliance resolutions through practical and strategic application of card scheme regulations
- Ensures compliance with international card scheme rules and mandates regarding chargebacks and card acceptance
- Keeps abreast and apprises management of chargeback trends impacting the business
- Maintains quality of customer service at all times
- Ensures optimum performance of staff
- Conducts regular review of existing processes and formulates possible improvements for better performance and work output
- Minimize financial losses from chargebacks
- To manage operational risk including its identification, assessment, mitigation and control, loss identification and reporting
Information
What you will need to succeed in the role:
- Technical expertise in card acceptance procedures and familiarity with chargeback rules to ensure accurate and strategic resolution of disputes and chargebacks and consequently avoid losses.
- Able to cope up with arising new chargeback trends.
- Manage and resolve varied and peculiar issues/situations for action requiring time-bound in-depth analysis, up-to-date knowledge of card scheme rules and mandates, and familiarity with the domestic and sometimes, regional market situation
- Minimum of two years in a customer contact operational business, and/or related management experience with proven and progressive customer service experience or equivalent.
- Excellent interpersonal, oral and written communication skills required.
- Proven leadership, motivational, analytical, planning communications, organizational, problem-solving, managerial, project management and customer service skills.
- Thorough understanding of the call center concept and its importance in maintaining and expanding account relationships.
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 HDPP***
* The information contained in this job description is a true and accurate reflection of the job as specified.
Want To Apply?
- All applicants must have successfully completed their probation period
- All applicants must have a minimum performance rating of Good in the last year end appraisal
- All applicants should have served at least 18 months in their current functional role and department
- Applicant should inform respective Line Manager prior to submitting an application
- Application form should be submitted on CareerLink along with their current CV
- All the completed applications should be submitted on CareerLink by 11:59 PM on the closing date
- Have not been previously declined for the same post within the last 3 months on the date of submission of their application
- Have not been on ANY form of Corrective Action within the last 6 months from the date of application
Declaring incorrect information in your application (e.g. incorrect performance rating; and corrective action status) is considered a SERIOUS OFFENSE based on the HDPP Employee Handbook:
A. Very Serious Offense
"Sec 1. Any acts of dishonesty, which may provide reasonable grounds for the company to lose trust and confidence to the employee, which includes but not limited to the following:
c) Giving false testimony or falsifying any document, records or information or presenting such falsified document, records or information in any study, research inquiry; padding and deliberate overcharging of expenses; tampering with time records; requesting or allowing any individual to log in/out and actually logging in/out any individual. "
Nom du recruteur
Edward Palma
Courriel de recruteur
edward.o.palma@hsbc.com.ph