Fraud Investigator

Job description

Fraud Investigator, HOST Operations
Grade of Role: GCB7
Some careers grow faster than others.

If you're looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. 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.

UK Operations provides operational processes to support the Global Businesses and delivery to their customers and we employ around 5,000 employees across the UK and in our global service centres. UK Operations comprises five functions: Consumer Operations, Wholesale Operations, Operational Services, Payment Operations and Financial Crime Risk Operations which collectively deliver operational processes for our Global Businesses.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

We are currently seeking an experienced individual to join this team in the role of Fraud Investigator

The role of the Fraud Investigator is to be responsible for: reviewing cases/ generated reports and alerts created by various detection systems; dealing with customer telephone calls where fraudulent activity has been identified on their account; taking preventative actions to protect customers' accounts from fraud; investigating Unauthorised Transaction claims; liaison with Law Enforcement Agencies, and using preventative tools such as Falcon 6, SAS EFM, Hunter and Detica.
In this role, you will:
· Review complex fraud cases/ claims, and this includes: making liability decisions based on their findings, identifying ways to contain the Bank's losses, and creating investigation reports/ production reports detailing the circumstances of the case.
· Take inbound calls direct from internal and external customers, and provide written correspondence to them.
· Be able to identify cases which do not necessarily fit within the normal procedures, and be able to make sound, considered decisions, and escalate to the leadership team where appropriate – considering both the customer impacts and the inherent fraud risk
· Show understanding of current Bank strategy and ongoing developments in relevant business areas

Desired profile

Qualifications :

To be successful in this role you should meet the following requirements:
·  Experience in delivering a superior quality of customer service
·  Ability to work in a fast moving and time critical environment
·  Experience in effective communication with internal and external customers
·  Ability to work in a productivity/ efficiency orientated environment
·  Complaint / objection handling experience is desired

The base location for this role is Birmingham

You'll achieve more when you join HSBC.
At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, and working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.

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.
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