Fraud Officer at HSBC Securities Services Luxembourg

Hyderabad, Telangana, India -

Full Time

Start Date

Immediate

Expiry Date

21 Aug, 26

Salary

0.0

Posted On

23 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Fraud Detection, Customer Service, Risk Control, Compliance, Conflict Resolution, Investigation, Negotiation, Operational Risk Management, Communication Skills, Problem Solving

Industry

Financial Services

Description

Job Title: Fraud Officer The role operates and interacts with HSBC international customers, with the ability to deal with different process with changing performance parameters, different countries (where applicable) with different procedural and compliance requirements, and different customer attitudes to achieve customer excellence in every contact.The role requires to identify fraudulent activity on various products, across multiple platforms, to protect Company assets and our customers. Initiates and/or receives contact from customers, potential victims and external parties while monitoring various queues, reports and items as part of the fraud prevention process. Leads by example and may assist with training and other departmental support as needed. In this role, you will: Receive inbound calls from HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible typically on multiple products and or propositions. Responsible for achieving individual key performance indicators and development, whilst maintaining appropriate operational risk control and compliance in all activities. (e.g. Productivity %, Contact Rate, RPH, AHT, etc.) Taking ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution. Providing quality customer service over the phone to resolve customer enquiries at a high level of customer satisfaction. Ability to interpret and handle complex customer enquiries to establish their needs and offer relevant products, services, and solutions. Own and resolve issues and understand how and when to escalate. Defuse irate customers and resolve challenging inquiries utilizing negotiation. Leadership and Teamwork Participate in team meeting / team activities and work towards sustaining team spirit. Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed. Support achievement of team objectives & participate in development of cohesive teams. Contribute to the creation of a supportive work environment driven by people centric values. Build professional relationships with colleagues in other areas. To be successful you will: 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 & when relevant Others: To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators. To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance department. The term compliance embraces all relevant laws, rules and codes with which the business has to apply. To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies. Hsbc.Com/Careers 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 (India) Private LTD***

Responsibilities

Identify and prevent fraudulent activity across multiple platforms to protect company assets and customers. Handle inbound customer inquiries, resolve complex issues, and maintain operational risk controls.