Job Advert Details
Business: Lending Services
Open positions: 1
Role Title: Dispute Analyst
Global Career Band: 8
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 facilitate cardholder disputes and merchant chargeback cases in accordance with the bank policy and card scheme’s operating regulations.
What you’ll do:
- Investigate and take appropriate action to resolve disputes. Evaluate and analyze merchant documents and provide prompt feedback to the cardholders for proper and timely review
- Process filing of cases to Visa and Mastercard in a timely manner
- Perform the necessary adjustments to refund cardholders with successful disputes by facilitating merchant deductions or adjust account balances and process computation and reversal of corresponding service fee adjustments. Perform accurate and timely HUB and OHC pass-through entries to generate the necessary adjusting/accounting entries in the PHP and USD chargeback outgoing and irregular suspense accounts
- Generate timely and appropriate holding reply/final resolution advice on dispute cases. Provide prompt and accurate feedback to customers following up on their disputes. Update the ‘Remarks’ facility of the system whenever a new development/feedback on the case is received.
- Conduct call outs to cardholders to clarify dispute details or chase for required documents
- Keep abreast with the revisions to the card schemes’ rules and regulations regarding disputes resolution and chargeback processing to ensure existing chargeback resolution procedures are always up-to-date and effective
- Coordinate with the merchant and conduct necessary follow ups to ensure timely and accurate resolution of disputes.
- Provide assistance to other departments to ensure calibrated responses about the disputed transactions
- Prepare monthly statistics to determine success rate of processing and identify possible areas for improvement.
- Ensure to report urgent cases for the immediate action of the team
- Perform such other tasks that may be assigned from time to time.
- Ensure to update all trackers for all queues.
- Coordinate with Fraud section in the investigation and resolution of fraud-related cases such as transactions on lost/stolen card, gave card to agent and counterfeit cards. Facilitate transfer of liability to Fraud’s suspense accounts for confirmed fraud transactions.
- Closely monitor all time lines for processing to avoid Operational Losses. Strictly monitor log based on timeframes. Prioritize nearing deadline cases and cases involving high amounts (Close disputes as liable for long outstanding case that have exceeded required timeframe and have not complied with the requested documentation.
Information
What you will need to succeed in the role:
- Job requires familiarity with Visa/Mastercard proper card acceptance procedures and chargeback rules to enable jobholder to decide type of documents to be provided by the cardholder to facilitate accurate processing of the dispute
- Must be patient in reading the manuals to ensure that knowledge of operating regulations is kept up-to-date.
- Broad knowledge on Card Issuing Operations including an adept knowledge on HUB, OHC, GWIS and PEGA.
- Broad knowledge and in-depth understanding of the different credit card products, systems and procedures
- Clear understanding of Dispute Resolution Guidelines as specified by Card Association.
- Comfortable using MS Office applications especially Excel
- Excellent oral, written, and interpersonal communication skills
- Excellent listening skills and attention to detail
- Should be detail conscious and should have a high level of analytical thinking for the general improvement of services and procedures.
- Should have good decision-making and analytical skills, and should be able to work well with high volume.
- Should have good planning and organizational skills
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
E-mail du recruteur
edward.o.palma@hsbc.com.ph