Fraud Monitoring and Operations Officer - STA at HSBC Securities Services Luxembourg

Ho Chi Minh City, , Vietnam -

Full Time

Start Date

Immediate

Expiry Date

28 Jan, 26

Salary

0.0

Posted On

30 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Fraud Monitoring, Customer Service, Transaction Analysis, Card Products, Risk Management, Communication Skills, Team Collaboration, Problem Solving, Empathy, Mentoring, Operational Risk, Compliance, Attention to Detail, Flexibility, Customer Centricity, High Volume Environment

Industry

Financial Services

Description

[Prefer STA from 6 - 12 months] Some careers open more doors than others. If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. International Wealth and Premier Banking (IWPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs. International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance. Job Purpose: Monitor detection systems (SAS.EFM) and ensure that all cases are attended urgently after created. Achieve the standard create to open hour set by the regional. Take proper action to prevent further fraud transaction on the credit/debit card account by blocking the card. Take urgent action to contact merchant/acquirer for fraudulent transaction cancellation if applicable. Respond to external parties (acquirer, merchant, and other risk contact) and internal parties (Authorization, Customer Service, Charge back, Credit and Collection) regarding the transaction fraud issue. Perform all administrative job and follow up action required related to the early detection functionality including Warning bulletin listing, card blocking monitoring, fraud tagging, account at risk, fraud documentation and the preliminary analysis on point of compromised, etc… Provides excellent customer service to complex inbound/outbound customer calls by keeping up to date on training and internal communications. Apply high customer service standard to all customers and perform sound protection for HSBC customers by transaction monitoring function. Provide a reliable & trustful response for all customer queries and take necessary action to avoid complaints from customers. Certified to handle multiple propositions (i.e. card product, internet banking) and has specialized in one of the high complex roles within Fraud Risk & Investigation. Owns and resolves issues. Treat customers fairly and with integrity. Acts as a role model for our Group values and behaviours (Open, dependable, Connected) supporting colleagues and customers to deliver superior customer service through these values Acts as the officer in charge while the manager is out, providing relief assignments as required. Values diversity amongst team. Acts a as mentor to assist new joiners as required Knowledge of Group compliance, Operational Risk, BIM, FIM, RCA requirement, regional guidelines and local procedures. Maintains HSBC internal control standards. Knowledge & Experience / Qualifications Bachelor’s degree with 2 - year experiences in transaction banking (card / account transactions) Must be proficient in language(s) required by the process Open to working flexible shifting schedules Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development Takes pride in delivering what is promised in line with the customer and service expectations Wants to do a good job is concerned about getting it right for the customer and checks everything is in order Ability to work in a high-volume, fast paced environment is required Proficiency with personal computers and basic software packages and specialised applications Excellent communication skills and is polite and friendly at all times Displays patience and empathy A knowledge expert who has the ability to teach/mentor others You’ll achieve more when you join HSBC. http://www.hsbc.com/careers 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. 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 The Hongkong and Shanghai Banking Corporation Limited

Responsibilities

Monitor detection systems and ensure urgent attention to fraud cases. Take action to prevent further fraudulent transactions and respond to internal and external parties regarding fraud issues.