Job Description

Job description

Opening up a world of opportunity.

We\'re a financial services organization serving more than 40 million customers across the globe through our Wealth & Personal Banking, Commercial Banking and Global Banking & Markets businesses.

We\xe2\x80\x99re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of new opportunities for our customers, our people and our communities.

Wealth and Personal Banking

We help clients to manage, protect and grow their wealth. We offer a range of services from personal banking, mortgages and loans to investment, savings and wealth management products. Our international network and breadth of expertise enables us to support individuals, families, business owners, investors and entrepreneurs around the world.

About the role

As a Credit Card Dispute Representative, you support our credit card customers with their transaction dispute requests and attempt to find a resolution through the established dispute resolution process.

Responsibilities:

• Provide timely, quality resolution of customer dispute inquiries that are received by email or as assigned by Supervisor
• Provide extraordinary service through communications with customers, focusing on resolving their requests the first time with an efficient, accurate, professional, and courteous manner to create customer loyalty
• Resolve challenging inquiries utilizing navigation and negotiation skills, while following guidelines to satisfy the customer
• Interface with other departments when resolving customer disputes.
• Operate computer terminal and is familiar with all screens and functions.
• Ensure compliance with all policies and procedures when handling assigned inventory of cases
• Assist Customer Care team with handling escalations while remaining fully knowledgeable of features, benefits, and procedures for all portfolios. Take initiative for reviewing daily updates and implementing changes with minimal supervision.
• Proficient in three functions within Dispute Processing

Requirements

• Minimum 1 year customer service experience with banking industry experience (specifically credit card) an asset
• Experience with conflict resolution
• Detailed orientated with good time management and organizational skills
• Ability to handle large volumes, tight turnarounds, and multiple deadlines
• Team player and development minded
• The language requirements for this position include French and English. The latter language is required to support inbound customer calls with a Canada-wide remit and connect with support teams globally, as described in this job posting and in compliance with Bill 96.

HSBC Proud

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.

We encourage all Black people, Indigenous People of Canada and people with disabilities to self-identify in their applications. Please contact our Canada Careers mailbox ( ) with any additional inquiries or for support and reasonable accommodations during the selection process.

If this is not the ideal role for you, we invite you to so we can update you about job opportunities and career events in your area of interest. We are always looking for people with purpose and ambition who can help build the bank for the future.

HSBC