Fraud Advisor

HSBC Holdings plc; Birmingham; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

HSBC Holdings plc in the United Kingdom seeks a Fraud Advisor (GCB7) to review and investigate first-party fraud claims, delivering clear customer outcomes. You will work hybrid with Leeds or Birmingham offices and use investigative skills to protect customers and the bank.

In this role you will handle queries, leverage data interpretation, and collaborate with teams to ensure efficient decisions while providing excellent customer service.

Qualifications

• Fraud investigation experience is essential.
• Excellent attention to detail and accuracy.
• Strong problem solving and judgement abilities.
• Excellent verbal and written communication skills.
• Ability to understand and interpret data.
• Comfortable using computers and digital tools.
• Proactive with initiative and timely decisions.
• Able to work well in teams and adapt to change.
• Experience handling vulnerable customer enquiries.

Responsibilities

• Review and investigate customer fraud and scam claims.
• Use procedures and judgement to reach good outcomes for customer and bank.
• Work in a productivity focused environment with colleagues.
• Support and improve questions techniques and investigation skills.

Skills

Fraud investigations

Attention to detail

Problem solving

Verbal and written communication

Data interpretation

Computer literacy

Judgement and initiative

Teamwork

Adaptability to change

Handling vulnerable customers

Job description

We are currently seeking an experienced individual to apply for the role of Fraud Advisor (GCB7) within the First-party fraud journey. The team is part of the wider Fraud & Disputes Centre of Excellence. The role of Fraud Advisor is to review and investigate Fraud and Scam claims from customers that may potentially be first party fraud in an efficient manner.

In this role you will:

• Deliver a superior quality of customer service via telephone and via indirect customer facing tasks.
• Use and enhance your verbal and written communication skills.
• Work with independence and as part of a team in a fast moving and time critical environment.
• Enhance your questioning techniques and investigative skills.
• Use procedures and judgement to make decisions that provide good outcomes for both the customer and the bank.
• Work in a productivity / efficiency orientated environment.
• Improve your objection and complaint handling experience.

To be successful in this role you should meet the following requirements:

• Fraud and/or Scams investigations experience is essential
• Attention to detail: Takes care to produce accurate work and identify when something doesn’t look right.
• Problem solving: Able to consider information, ask questions and use judgement to reach a sensible conclusion.
• Excellent verbal and written communication skills.
• Attention to detail throughout the process
• Ability to understand and interpret data
• Comfortable using computers and digital tools, with the ability and willingness to learn new systems and technology.
• Ability to use your own judgement and initiative to make timely decisions.
• Works well with others, sharing ideas and contributing positively to the team
• Embraces change positively and is comfortable adapting to new processes, priorities and ways of working.
• Experience in handling vulnerable customer enquiries

The location of this role is Hybrid with a minimum of 60% attendance required in a Leeds or Birmingham Office location. The operating window of this team is: 5 days per week, between 9am and 5pm.

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 get in touch with our Recruitment Helpdesk via [e-mail].