Role Purpose Perform routine tasks of investigating fraudulent transactions through customer interactions, reviewing bank accounts/transactions and checking and identifying red flags, ask questions, and escalate potential fraud identified.Principal Accountabilities and Responsibilities: The role holder will:Conduct investigations into any potential fraud cases.Conduct interviews with internal/external stakeholders to identify any red flags and ascertain fraud claims.Review financial transactions as part of the investigation to determine case outcomeCompile and document data for investigations, carry out a first level analysis,Collate all research data for potentially fraudulent transactions in the form of a summary reportUnderstand and adhere to established policies and procedures for safeguarding against fraud, security risks at HSBCCustomers / StakeholdersProvides excellent customer service to complex customer calls by keeping up to date on training and internal communicationsTrained to handle multiple propositions (i.e. Premier and Non Premier )Generates customer loyalty through strong knowledge of key products and servicesOwns and resolves issues and understands how and when to escalateLeadership & Teamwork Acts as a role model for our Group Values and behaviors, supporting colleagues and customers to deliver superior customer service through these valuesWorks collaboratively and communicates persuasively, emphasizing teamwork, diversity, and knowledge-sharing both within HSBC and with external business partnersAct as a role model for our Group values and behaviors, authentically engaging with your team, colleagues and customers to deliver Superior Customer Service through themDrives results and holds accountability via performance management policiesChampions “Speak Up” culture and embraces Diversity and InclusionOperational Effectiveness & Control Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM CentresMaintains HSBC internal control standardsAwareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centresRole ContextThe role operates within Fraud & Credit Services and interacts with HSBC local and international customers, the post holder must have the ability to deal with different process, different countries, where applicable, and different customer attitudes and requests on a daily basis.Management of Risk Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with the Group Operations FIM. Observation of Internal Controls Maintain and observe HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators. Implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external regulators. To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant laws, rules and codes with which the business must comply within the country you reside and in relation to the countries migrating work to assigned GSC.To continually re-access 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.Knowledge & Experience / Qualifications 2 years or less of working experience is a must. Must have education standard to at least high school diploma and be of a legal working ageMust be proficient in language(s) required by the processDisplays patience and empathyOpen to working flexible shifting schedulesMust be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to developmentTakes pride in delivering what is promised in line with the customer and service expectationsWants to do a good job, is concerned about getting it right for the customer and checks everything is in orderAbility to work in a high-volume, fast paced environment is requiredProficiency with personal computers and basic software packages and specialized applicationsExcellent communication skills and is polite and friendly at all timesA knowledge expert who has the ability to teach/mentor others