Sr Financial Services Officer - HBCN Credit Card Dispute & Cha - HSBC Operations, Services and Technology - TKH

Job description

Some Careers grow faster than others.

If you're looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

HSBC Operations, Services and Technology

HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.

Global Service Delivery

Within HSBC Operations, Services and Technology, Global Service Delivery is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance. Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Service Delivery teams are making sure all this happens smoothly.

Role Purpose

We are currently seeking an ambitious individual to join this team working together with colleagues to define, manage and achieve divisional business targets. In this role, you will:

· Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence.
· Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer and customers are kept fully informed of progress.
· Handle disputes investigation and exercise chargeback on credit card transactions according to rules and regulations laid down by Card Associations to minimize the loss of Bank and cardholders.
· Provide extraordinary service through phone interactions with customers, focusing on resolving their requests the first time with an efficient, accurate, professional and courteous manner to create customer loyalty.
· Defuse irate customers and resolve challenging inquiries utilizing negotiation skills while following guidelines in an effort to satisfy the customer.
· Maintain equipment, systems and general work environment in good condition and ensure that issues/problems are investigated/resolved immediately or escalated to Line Manager
· Implement 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 comply by adhering to the Group's agreed processes / procedures – achieving a satisfactory Audit report.

Desired profile

·  A post-graduate diploma or degree in any discipline. Higher qualification not a bar provided aspirations commensurate with the position
·  Experience in a processing or call centre environment.
·  Ability to speak and understand English fluently, write business letters and reports, and have good conversational / telephone skills.
·  Ability to learn quickly, transfer knowledge appropriately, understand and interpret numeric data. Evidence of good analytical, statistical and data mining skills to study trends and make projections. Production management skills and ability to initiate process improvements.

You'll achieve more at HSBC.

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.

***Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***