HSBC Group

Open positions: 1

Global Career Band: 7IC

Why join us? 

Fraud operation act as a security guard of the bank, it is a critical element of the WPB credit risk management life cycle which minimize potential losses, protect customer and bank interest by effective customer/account activities monitoring, detecting and preventing fraud for credit card, loans, insurance applications, the process includes contact customers to verify the details and take necessary actions based on the responses received from the customers. Review, investigate, remediate and escalate fraud risk matters in line with Global Fraud procedures.

The Opportunity:  

We are looking for someone passionate about protecting our customers and fighting fraud. As a Fraud Operations Senior Analyst, you will confidently review customers’ financial data, identify and query potentially fraudulent activity, and make judgements following highly interactive conversations with our customers.

Fraud Specialists are responsible to detect and investigate Fraud. Fraud Examiners need to be able to analyze financial data accurately. To do their jobs effectively, they need to be able to look at billing trends and detect any irregularities that may be present. They are expected to report any suspicious transactions and claims that may be risky to the financial institution and the customers.

The process includes contact customers to verify the details and take necessary actions based on the responses received from the customers. Review, investigate, remediate and escalate fraud risk matters in line with Global Fraud procedures.

What you’ll do:     

• Understand and master the latest/active fraudulent activities in the market and reduce/avoid fraud losses for clients through your valuable work.
• System monitoring and telephone verification of suspicious transaction cases with guests to prevent any possible fraudulent activity, where a stolen or lost card needs to be replaced with the guest.
• If fraudulent transactions are found, they should be referred to relevant departments for investigation of suspected fraud cases in accordance with procedures and procedures to minimize the risk of exposure and loss.
• Handle inbound and outbound calls for fraud reporting and take proper actions to assist the bank to mitigate fraud risk.

What you will need to succeed in the role:       

• Domain Experience - Min 2 years fraud or financial services or customer service experience.
• Communication - Effective conversational skills, Proficient in both spoken and written English/ Cantonese/Mandarin.
• Excellent communication and customer service skills.
• Basic understanding of MS Office. etc.
• Flexible to working in a 24x7 process in rotational shifts, including weekends.
• Multitasking Ability - Toggle between Multiple applications and ability to work on multiple task.
• Detail oriented - Research and patiently review the case.
• Analytical - Strong decision making and analytical skills. Experience using data and observation to support judgements and complex customer interactions.
• Domain Knowledge Curiosity - Awareness of changing Fraud Landscape, fraud schemes, fraud prevention methods, fraud detection tools and industry fraud trends.

What additional skills will be good to have?     

• Fraud detection or investigation work experience, retail banking, credit card and consumer finance background is a plus.
• Customer Focused centricity.
• Solution Oriented Mindset.
• Proactive with willingness to help.
• Contribute to process improvement and creating controls.
• Ability to differentiate between Fraud and Non-Fraud.
• Have a strong team spirit and ability to work under pressure.

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.)