Fraud Officer

About the role

The Fraud Officer will join HSBC's contact centre team, handling inbound calls from customers and addressing fraud‑related concerns. The role focuses on delivering courteous service, resolving issues at first contact, and promoting appropriate HSBC products.

Key responsibilities

• Answer inbound calls from HSBC customers in a polite, friendly manner, building confidence and aiming for first‑contact resolution.
• Deliver promised outcomes in line with customer expectations and service standards.
• Identify opportunities to offer value‑added products and services based on customer needs analysis.
• Maintain up‑to‑date knowledge of key HSBC products, services, and internal controls.
• Own and resolve customer issues, escalating when necessary according to operational risk and SOX guidelines.
• Act as a role model for Group Values (Open, Connected, Dependable) and support a diverse team environment.

Required profile

• University graduate in any discipline.
• Proficient in the language(s) required for the process.
• Willingness to work flexible shifting schedules.
• Customer‑centric attitude with a strong desire to deliver quality service.
• Ability to thrive in a high‑volume, fast‑paced environment.
• Attention to detail and commitment to following internal control and compliance standards.

Required skills