Fraud Officer

About the Role

HSBC is seeking a Fraud Officer to join their team.

Key Responsibilities

• Receive inbound calls from HSBC customers politely and with confidence, resolving customer issues at first contact where possible across multiple products.
• Achieve individual key performance indicators and development targets while maintaining operational risk control and compliance.
• Take ownership and initiative to complete necessary research, customer follow-up, or direct customers to the appropriate department.
• Provide quality customer service over the phone to resolve inquiries and achieve high customer satisfaction.
• Interpret and handle complex customer inquiries to understand needs and offer relevant products, services, and solutions.
• Own and resolve issues, understanding when and how to escalate.
• Defuse irate customers and resolve challenging inquiries using negotiation.
• Participate in team meetings and activities to sustain team spirit.
• Assist line manager/supervisor with managing day-to-day operations and support peers on process when needed.

Requirements & Tech Stack

• Issues/problems are effectively investigated and resolved or appropriately referred with recommendations.
• Acquire and update knowledge on procedures related to relevant processes.
• Identify opportunities for improving process efficiencies as and when relevant.
• Maintain HSBC internal control standards, including timely implementation of internal and external audit points and regulatory issues.
• Abide by the Group Compliance Policy, containing compliance risk in conjunction with the relevant Compliance department.

Qualifications

• Bachelor's degree.