Fraud Officer

Job Title: Fraud Officer
To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Performance Level Agreements (PLAs). Responsible for relationship building and resolving customer queries / issues, account management in a professional manner (where applicable). Other responsibilities dependent on process assigned to. Receives / makes customer calls in a call centre environment. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution.
In this role, you will:
Principal Accountabilities: Key activities and decision making areas
Impact on the Business
Meeting targets for the below KPIs
Productivity% / RPH
Contact rate
AHT
Typical KPIs and Targets
Meet or exceed against the section average / PLA (whichever is higher) for the KPIs such as productivity% , RPH, Contact rate, AHT
Customers / Stakeholders
Case quality
Call quality
Instructions/requests to be correctly interpreted, understood and implemented.
Complaints/Compliments
Typical KPIs and Targets
Meet or exceed against the section average / PLA (whichever is higher) for the KPIs such as case & call quality, Complaints/Compliments.., etc
Leadership & Teamwork
Participate in team meeting / team activities and work towards sustaining team spirit.
Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.
Typical KPIs and Targets
Observation & feedback by the immediate line & management team
Operational Effectiveness & Control
Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
All data requirements (timesheets, leave requests, absence requests and ad hoc process information) is 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.
Typical KPIs and Targets
Observation & feedback by the immediate line & management team.
Major Challenges
To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Performance Level Agreements (PLAs).
Continually acquire and update knowledge on procedures related to relevant processes
Identify opportunities for improving process efficiencies as & when relevant.
Role Context
To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Performance Level Agreements (PLAs). Responsible for relationship building and resolving customer queries / issues, account management in a professional manner (where applicable). Other responsibilities dependent on process assigned to. Receives / makes customer calls in a call centre environment. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution
Refer to supervisor for deviation/s ‘or’ exceptions to procedures.
Management of Risk
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.
Observation of Internal Controls
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.
To be successful you will:
Knowledge
Understand, adhere and execute the procedures imparted during the training phase. Continually update product knowledge and be adaptable to change.
Diploma or degree in any discipline or relevant work experience commencement with the position
Experience
Relevant work experience desirable.