Fraud Officer

Job description

The Fraud Officer role is based within a Card Operations function under Security and Fraud Risk, Europe.

The Fraud Officer is responsible for minimising losses to the Bank through assessing system generated alerts; following procedure to contact customers and verify the authenticity of the activity on their account.

Responsibilities will include reviewing cases, alerts or reports generated by the system, actionning outbound and inbound calls, taking preventative action to protect customer accounts from fraud and handling unrecognised transaction queries.

Your responsibilities will include:
· Assessing account activity
· Inbound calls primarily with a number of Outbound calls required
· Delivering exceptional customer service
· Identifying and escalating risks
· Working to procedure
· Recertification of customers accounts following fraud

Desired profile

The ideal candidate for this role will have:
· Past working experience in a relevant role, i.e. Customer Service
· Availability to work the shift pattern required for this role, i.e. Four week fixed rotating shift pattern covering 4 weekend days and split equally across the following shifts 8am-4pm, 10am - 6pm, 12pm -8pm and 2pm - 10pm.
· Previous experience of delivering an excellent customer service
· An open, flexible and supportive approach to change and innovation
· Consistently achieved objectives set for them and taken action to improve their own performance
· 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 personally complying with business processes, rules and regulations
The base location for this role is Birmingham, Edmund Street.

We are required by the Financial Services (Banking Reform) Act 2013 to create a ring-fenced bank in the UK by 1 January 2019. We will create the head office of our ring-fenced bank in Birmingham. This role may be relocated to Birmingham from 2017. Where the role holder is willing to move and it is practical to do so, the role may relocate before this time.

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: Customer, Service, Fraud, Risk, Telephone, Call Centre, Cards, Premier.