Job description

Open positions: 1

Global Career Band: 7IC

 

Why join us?

Handle dispute investigation and exercise chargeback on credit/debit card transactions according to rules and regulations laid down by Card Associations to minimize the loss of Bank and cardholders.

 

The Opportunity:

  • Provide extraordinary service through phone interactions with customers, focusing on resolving their requests the first time with an efficient, accurate, professional and courteous manner to create customer loyalty.
  • Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together   with any issues raised by external regulators. Implement the Group Compliance Policy, as applicable to the roles. Aware the Operational Risk that associated with the role, and to ensure that all actions during the employment with HSBC take account of the likelihood of operational risk occurring.

 

What you’ll do: 

  • Handle disputes investigation and exercise chargeback on credit card transactions according to rules and regulations laid down by Card Associations to minimize the loss of Bank and cardholders.
  • Provide extraordinary service through phone interactions with customers, focusing on resolving their requests the first time with an efficient, accurate, professional and courteous manner to create customer loyalty.
  • Defuse irate customers and resolve challenging inquiries utilizing negotiation skills while following guidelines in an effort to satisfy the customer.
Requirements

What you will need to succeed in the role:

  • Excellent customer service mindset is essential, to provide extraordinary service to customers.
  • Outstanding conversational and telephone skill is recommended, to facilitate negotiation with customers and verbal communications.
  • Ability to learn fast is indispensable, to adapt to frequent changes and updates in job knowledge Ability to understand and interpret numeric data in business reports.

 

What additional skills will be good to have?

  • Strong decision making ability is required in daily operation, to determine the appropriate rules and regulations laid down by Card Associations to be applied.

 

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=KB0171483&sys_kb_id=4c793c401b7a1c509e15553a2d4bcb35

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.)

Nom du recruteur
Yun Chloe Wang
Courriel de recruteur
yun.chloe.wang@hsbc.com.cn