Job Description

Job description

Opening up a world of opportunity.

We\'re a financial services organization serving more than 39 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

This position is responsible for the review and investigation of all, near real time alerts generated by fraud monitoring programs, opening and managing case files, using their experience and initiative (in addition to laid down procedures) to determine the fraud prevention or recovery actions required. Ensuring compliance with internal processes, guidelines and external regulations is also mandatory, along with providing leadership to less experienced personnel. The Role covers the 3 verticles Detection, Mitigation and Application Vetting.

Responsibilities:

• Responsible for day-to-day monitoring and analysis by reviewing system generated suspect cases to identify fraudulent activities on various company products, and preventing of fraud.
• Review customer records and verify activities on account, which may include contacting customers, internal departments or third parties and take necessary actions as required.
• Ability to work on multiple fraud monitoring systems and is a Fraud Operation Subject-Matter-Expert on tools and process.
• Respond to and resolve security related customer issues referred from other departments according to established procedures.
• Offer assistance to other analyst on the same or different work areas.
• Observe and report possible fraud trends, which may materialize into new department procedures to strengthen our current practice.
• Exercise discretion and apply compliance to ensure internal and operational risk controls are in accordance with HSBC policies and all regulations, while promoting work place diversity.
• Complete other responsibilities, as assigned by the Head of Fraud Operations and Manager, Fraud Operations.
• Provide assistance to Management on an adhoc basis.
• Departmental small projects as assigned
• As required Conduct Quality Assurance reviews for Fraud Operations teams
• To ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization
• Develop and maintain internal stakeholder relationships
• Promote an environment that supports diversity and reflects the HSBC brand.
• Proactively work with stakeholders, as a team, to encourage best practice and provide regular, meaningful communication and update
• Share experience and knowledge with less experienced colleagues
• Strong understanding and adherence to all internal controls, in particular Data Protection and Anti-Money Laundering principles
• To continually seek ways in which to deliver a superior service to customers, whilst mitigating the risk of fraud losses to the Bank
• To comply with the Group\xe2\x80\x99s statutory audit standards, including Three Lines of Defence principles

Requirements

• Minimum two years in a Fraud operations role
• Flexibility with schedule as needed
• Strong analytical, customer service, decision making, and problem solving skills
• Attention to details, and to maintain confidentiality of information while exercising discretion
• Familiarity with bank systems and Fraud operations tools
• Proven ability to adhere to pre-established deadlines and deal with difficult customers and/or suspicious situations
• Ability to multi-task in a fast paced, high customer impact, dynamic environment
• Sound knowledge of various bank products, services, polices and regulations impacting the department
• Evidence of effective communication and influencing skills
• Experience in delivering a superior quality of customer service
• Proven ability to build and develop mutually beneficial relationships at all levels
• Proven ability to work with independence and as part of a team
• French language skills are preferred (not required)

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