Fraud Detection:
1. The primary role is to rapidly disposition alerts via a preliminary review to filter alerts that can readily be negated (i.e. obviously show no signs of anomalous behavior) utilizing the internal system data sources to establish whether the anomalous behavior can be allayed and discount basic on the analyst and fraud sense. If not, the officer will conduct detailed investigation utilizing all internal and external sources available, and continue working on the same alert.
2. Once the Officer has reached a conclusion, if the case is deemed to not represent suspicious, it will be discounted. If it is deemed anomalous, the Officer will be conduct an outbound call for verification the suspicious activities. If confirmed as fraudulent, the Officer is required to follow up the action with customer, e.g. Education/Mitigation/Prevention etc.
3. In addition, the Senior Fraud Officer will handle inbound call, act as the Subject Matter expert of the department, and be the referral point for any queries posed by Associates, management, trainees and other stakeholders’ interventions. Also, the Senior Fraud Officer will work in the capacity of escalation filter depending on the business requirement of the department. Furthermore, the Senior Fraud Officer will be required to provide hands on support to new trainees'OJT , coaching for under performers, seeking procedural clarifications, ironing out grey areas, as well as communicating the updates to the team falls within the purview of the Senior Fraud Officer.
Fraud Reporting, Mitigation and Investigation:
1. The jobholder will handle calls for fraud reporting and fraud related enquiries to mitigate the risk incurred to the customers and to the Bank. The jobholder will also conduct investigation and handle calls related to fraud risk. This includes fraud risk analysis, red flags identified, report writing, and customer communication.
2. The jobholder is responsible for managing and mitigating operational risks in their day to day operations. The jobholder should ensure they understand their position within the Three Lines of Defence, and act accordingly in line with operational risk policy, escalating in a timely manner where they are unsure of actions required. The jobholder will make informed decisions in accordance with the core principles of HSBC's Financial Crime Risk Appetite.
3. The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.
工作要求
1. Excellent communication with strong custome service skills - Effective conversational skills, proficient in both spoken and written English/ Cantonese/Mandarin.
2. Ability to demonstrate strong organizational and time management skills to meet department standards of productivity and quality in a production environment
3. Achieve results while managing workloads for multiple products, potentially across various platforms and systems.
4. Ability to write business letters and reports.
5. Analytical - Strong decision making and analytical skills. Experience using data and observation to support judgements and complex customer interactions.
6. Detail oriented - Research and patiently review the case.
7. Multitasking ability - Toggle between multiple applications and ability to work on multiple task.
8. Domain knowledge curiosity - Awareness of changing Fraud Landscape, fraud schemes, fraud prevention methods, fraud detection tools and industry fraud trends.
9. Timely escalation of fraud trends, suspicious activity, issues, etcs to Management and Fraud Risk.
10. Capacity to be self-reliant and opportunity to demonstrate initiative.
11. Knowledge of MS Office products.
12. Flexible to working in a 24x7 process in rotational shifts, including weekends.