Job Description
Apply on LinkedIn
FRAUD OFFICER GSC's
HSBC
West Bengal
Apply on LinkedIn
8 hours ago
Full–time
Job Description
The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2026-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 organizations 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 realize their ambitions. We are currently seeking an experienced professional to join our team in the role of Fraud officer.
The Opportunity:
Fraud Operations team is an integral part of WBP Credit Control Services. The Fraud Operations team deals with Fraud Prevention, Detection & Mitigation processes, constantly working towards combating fraud and protecting the Bank and our customers from losses and fraud risk. The team comprises several global processes which support the global businesses across all regions of the group.
What you’ll do:
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 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.
Requirements
What you will need to succeed in the role:
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.
Skills
• Ability to speak and understand English fluently.
• Ability to write letters and create memos comprehensible to related departments.
• Good conversational skills to hold the attention of the customer on the telephone.
• Ability to grasp quickly.
• Ability to understand and interpret numeric data.
• Minimum, basic computer knowledge.
• Flexibility to work shifts.
• Ability to build rapport with people.
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, ****** orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, 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 HSBC Electronic Data Processing (India) Private LTD
FRAUD OFFICER GSC's
HSBC
West Bengal
Apply on LinkedIn
8 hours ago
Full–time
Job Description
The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2026-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 organizations 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 realize their ambitions. We are currently seeking an experienced professional to join our team in the role of Fraud officer.
The Opportunity:
Fraud Operations team is an integral part of WBP Credit Control Services. The Fraud Operations team deals with Fraud Prevention, Detection & Mitigation processes, constantly working towards combating fraud and protecting the Bank and our customers from losses and fraud risk. The team comprises several global processes which support the global businesses across all regions of the group.
What you’ll do:
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 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.
Requirements
What you will need to succeed in the role:
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.
Skills
• Ability to speak and understand English fluently.
• Ability to write letters and create memos comprehensible to related departments.
• Good conversational skills to hold the attention of the customer on the telephone.
• Ability to grasp quickly.
• Ability to understand and interpret numeric data.
• Minimum, basic computer knowledge.
• Flexibility to work shifts.
• Ability to build rapport with people.
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, ****** orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, 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 HSBC Electronic Data Processing (India) Private LTD
💡 Quick Summary
Seeking a career-building opportunity? The FRAUD OFFICER GSC|s position is now open for candidates interested in the Bank Jobs sector. This role in Kolkata offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.