Fraud Officer

The health and safety of our employees and candidates is very important to
us. Due to the current situation related to the Novel Coronavirus (‎2019-nCoV),
we 're leveraging our digital capabilities to ensure we can continue to
recruit top talent at the HSBC Group. As your application progresses, you may
be asked to use one of our digital tools to help you through your recruitment
journey. If so, one of our Resourcing colleagues will explain how our video-
interviewing technology will be used throughout the recruitment process and
will be on hand to answer any questions you might have.
Some careers have more impact than others.
If you're looking for a career where you can make a real impression, join HSBC
and discover how valued you'll be.
HSBC is one of the largest banking and financial services organisations in the
world, with operations in ‎64 countries and territories. We aim to be where the
growth is, enabling businesses to thrive and economies to prosper, and,
ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team in the
role of Fraud Officer
Why join us?
Fraud Operations team in GSC Cairo is an integral part of the Credit Control
Services. The Fraud Operations team deals with Fraud Prevention, Detection
processes and constantly working towards combating fraud & Information Risk
and reduce losses for the bank. The team comprises several global processes
which support the global businesses across all regions of the group.
Main Purpose pivot around close supervision, identify fraudulent activity on
products serviced to protect Company assets and our customers. Initiates
and/or receives contact from customers, potential victims and external parties
while monitoring various queues, reports and items as part of the fraud
prevention processes.
The Opportunity:
* To provide exceptional customer service to customers at the first point of contact involving meeting their needs in one call while seeking opportunities to extend and develop the relationship.
* The role also includes gaining lucid knowledge on Scam related queries, dealing with cases where in other banks reporting fraudulent credit to HSBC customers.
* Understanding the fraud risk, identifying the red flags and adhere to procedures, compliance, and regulations to ensure that the customer and business is protected against losses and risks.
* Undertake meaningful unscripted conversations with customers to facilitate positive customer outcomes.
* Deal with customer data ethically and in accordance with the regulatory requirements.
* Contribute to the continuous improvement of HSBC by identifying and taking ownership of opportunities for improvement to the processes you use, the services you will provide and the values you can add.
* Take ownership of personal development and training, through regular review of performance against business objectives, and take responsibility for self-development.
* Personally contribute to an environment where colleagues want to work and where customers feel valued.
* Carry out a range of processing tasks and handling of customer calls ensuring relevant productivity and quality measures are achieved for customers in line with HSBC specified process and procedures.

What you 'll do:
* Deal with customer's queries in a ‎24/‎7 contact centre based environment. Ensure delivery of best in class service standards. Stay connected with fraud & scam trends & constantly endeavour to avoid any losses for the bank.
* Consult victims of identity theft on recommended actions to take to clear their credit and protect against future fraud.
* Resolve queries in a timely and satisfactory manner.
* Through day-to-day activity, consider updates to departmental processes to ensure that customers are processed through the fraud process as smoothly as possible.
* Facilitate and record escalations to the Fraud Manager.
* Perform against targets individually whilst contributing to the overall productivity of the team.
Requirements
What you will need to succeed in the role:
* All applicants must have successfully completed their probation period with a minimum performance and Behavioural rating of "Good "and "Strong "respectively in their most recent annual performance appraisal.
* All L8 applicants should have served at least ‎12 months and should have successfully completed respective learning curve tenure, in their current role as on closing date.
* Decision making based on experience, judgment and Fraud Operations process knowledge.
* Knowledge of, and experience in problem solving techniques
* Ability to speak, understand and communicate fluently.
* Ability to write business letters and reports.
* Excellent email conversational / telephone skills.
* Ability to learn quickly, retain and transfer knowledge appropriately.
* Ability to understand and interpret numeric data.
* Flexibility to work ‎24 / ‎7 working environment in line with business requirements.
* Ability to meet tight deadlines.
* Ability to build rapport with and relate to a wider range of people.
* Good MS Office Skills (Excel, PowerPoint, Word)

What additional skills will be good to have?* ** __(List out good to
have skills and certifications)*
* Ensure quality and productivity standards are maintained.
* Ability to understand and interpret numeric data.
* Ability to multi task and work under pressure.
* All applicants must have a minimum performance rating of good.
* Strong communication & time management skills are required.
* Ability to communicate through emails.

You 'll achieve more at HSBC
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons
irrespective of, but not limited to, their gender or genetic information,
sexual orientation, ethnicity, religion, social status, medical care leave
requirements, political affiliation, people with disabilities, colour,
national origin, veteran status, etc., We consider all applications based on
merit and suitability to the role."

Personal data held by the Bank relating to employment applications will be
used in accordance with our Privacy Statement, which is available on our
website.
*Issued By: Digital Business Services | HSBC Electronic Data Service
Delivery (HEDS)***