Fraud Officer - Application Fraud Monitoring - HSBC Operations, Services and Technology - GZC

Job description

Some Careers grow faster than others.

If you're looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.


HSBC Operations, Services and Technology


HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.


Global Service Delivery


Within HSBC Operations, Services and Technology, Global Service Delivery is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance. Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Service Delivery teams are making sure all this happens smoothly.

Role Purpose


We are currently seeking an ambitious individual to join this team working together with colleagues to define, manage and achieve divisional business targets. In this role, you will:

· Acquire and update knowledge on procedures related to relevant process.
· Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
· Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.
· Ensure that the productivity and quality levels are achieved as per the standards sent for the process.
· Work productively, professionally and demonstrate ways to improve customer service.
· Proactively identify issues, if any, and escalate.
· Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
· Participate in team meeting / team activities and work towards sustaining team spirit.
· Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
· Defuse irate customers and resolve challenging inquiries utilising negotiation skills while following guidelines in an effort to satisfy the customer.
· Delight internal and external customers.
· Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation.
· Establish effective framework for implementing Operational Risk Management across teams and the center. Prepare plans to mitigate Operational Risk in line with company policy.
· Ensure processing and operations management confirm to Group's Compliance policies and procedures.

Desired profile

Qualifications :

Knowledge

·  Entry level qualification as required for the process / as per the benchmark agreed upon between HR and Operations.

Experience

·  Work experience not essential.

Skills

·  Ability to speak and understand English fluently.
·  Ability to write business letters and reports
·  Good conversational skills to hold the attention of the customer on the telephone.
·  Ability to grasp quickly.
·  Ability to understand and interpret numeric data.
·  Minimum, basic computer knowledge.
·  Flexibility to work shifts.
·  Ability to build rapport with and relate to a wider range of people
·  Committed to equal employment opportunities
·  Ability to maintain focus while working with voluminous data
·  Ability to multi task

You'll achieve more at HSBC.

HSBC is 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.

***Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***