Fraud Officer Gsc's - Hyderabad, India - HSBC

HSBC

Verified Company

Hyderabad, India

2 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Business:
Fraud Operations**
Open positions: 1

Role Title:
FRAUD OFFICER**
Global Career Band: 8
**Location (Country/city)

Hyderabad**
Recruiter Name: Akshay Sinha Kumar

Why join us?
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.

What you'll do:
(List out Key Responsibilities):

Principal Accountabilities:
Key activities and decision making areas

Impact on the Business/Function

Meeting targets for the below KPIs

Productivity% / RPH
Contact rate
AHT

Typical Targets and Measures

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 Targets and Measures

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 Targets and Measures

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 Targets and Measures

Observation & feedback by the immediate line & management team

Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities)

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 (Operational Risk / FIM requirements)

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 reassess 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 (Compliance Policy / FIM requirements)

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 reassess 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 impa