Fraud Advisor

Payment Review Fraud Investigator GCB7

We are currently seeking an experienced individual to apply for the role of Fraud Investigator (GCB7) in the Payment Review Team. This is in the Fraud and Disputes Department, as part of the wider Economic Crime Prevention Centre of Excellence.

This telephony-based role is to support customers who potentially, or are, the victim of fraud or a scam in an efficient manner. You’re there to determine whether the customer is genuine or where you need to “Break the fraudsters spell”.

• Speak to customers making payments where we have identified that we need to discuss their request further with them
• Deliver great customer service via telephone and sometimes in an indirect customer facing capacity
• Have effective communication with customers
• Work with independence and as part of a team in a fast moving and time critical environment
• Enhance your questioning techniques and fact gathering skills
• Use procedures and judgement to make decisions that provide good customer outcomes
• Work in a productivity / efficiency orientated environment.
• Improve your objection handling and complaint handling experience.
• Break the fraudsters spell on our customers

• Fraud or Scams experience desirable but not essential
• Customer service & contact centre experience is essential
• Be able to confidently identify & support customers in vulnerable situations or circumstances
• Have excellent verbal communication skills
• Ability to use own judgement and initiative to make timely decisions alongside support materials
• Being curious and confident to challenge processes and procedures is desired
• Ability to objection handle and deal with complex customer conversations
• A Team Player with enthusiastic ‘can do’ approach

Hybrid with a minimum of 60% attendance required in Leeds Office location.

Currently the working patterns of this team is between 8am and 6pm, Monday to Friday.

The Operating window of the wider department is 7 days per week, between 8am and 8:30pm.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best.

We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please contact the Recruiter.