Fraud Investigator

Job description

The Fraud Investigator role is based within the Fraud Response Team which is part of Risk Management.

The role of the Fraud Investigator is to review electronic payment alerts for HSBC UK, first direct,CMB, Private Bank and M&S with the aim of preventing fraud attack against the Group. The role also includes handling customer referrals relating to payment and operational fraud.

Your responsibilities will include:
· Undertake investigative tasks to identify and prevent payment and application fraud perpetrated against HSBC, first direct and M&S Bank.
· Provide a high level of customer service to victims of fraud via written and verbal communication
· Communicate with third parties and members of own and other teams to progress and resolve fraud issues.
· Assessment of time critical electronic payments to identify authenticity, including validation with customers.
· Meeting targets for the below KPI's
· Productivity/RPH
· Contact Rate
· AHT
· Case Quality
· Call Quality
· Instructions/requests to be correctly interpreted, understood and implemented
· Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards
· Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks
· Contribute towards building one GSFR team across sites and regions
· All data requirements are completed and updated in a timely manner
· Issues/problems are effectively investigated and resolved or appropriately referred with recommendations
· Acquire and update knowledge on procedures related to relevant processes

Desired profile

The ideal candidate for this role will have:
·  Past working experience in a relevant role, i.e. Customer services
·  Availability to work the shift pattern required for this role, i.e. 4 week rotating shift pattern
5 days of 08:00 to 15:30
5 days of 10.00 to 17:30
5 days of 11:00 to 18:30
5 days of 13:30 to 21:00
·  Pattern will include working across one full weekend Sat/Sun and one partial weekend (either Sat or Sun). Shift finish time on a weekend is 19:00 hrs.
·  Flexible working requests will be considered
·  Experience working in relevant market/context, i.e. Fraud is desirable but not essential
·  Past working experience in a relevant role, i.e. Customer services including phone work is desirable but not essential
·  Experience of using relevant software packages, i.e. EDGE, BMM, Aspect, Condor is desirable but not essential
·  Previous experience of delivering excellent customer service
·  A flexible and adaptable approach to change and will support others to respond in a similar way
·  Consistently achieved objectives set for them and taken action to improve their own performance
·  Self-awareness with confidence to work independently and take responsibility for own development
·  Both spoken and written communication skills with experience of sharing information effectively, in a clear, concise and professional manner
·  Worked collaboratively with other colleagues, supporting them when possible
·  Experience of making prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes
·  Planned projects and activities systematically in line with business priorities, using a variety of analysis and problem solving techniques
You will be required to remain in the role for a minimum of 12 months

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, 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.

Within HSBC certain roles are designated as Enhanced Vetting Roles. For these roles, all internal and external applicants are required (subject to local laws), to pass satisfactorily a series of additional checks both as part of the application process and, if successfully recruited into the Enhanced Vetting role, on an on-going basis. The Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are first carried out as part of this recruitment exercise, and/or if relevant, on an on-going basis. 　

This role has been designated as a Enhanced Vetting Role.

The base location for this role is Leeds

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.

Key search words: Fraud, Leeds, customer services