Fraud & Scam Resolution Specialist — Customer Outcomes

HSBC Holdings plc; Birmingham; On-site; GBP 26,000 - 34,000; Full time

Job summary

HSBC Holdings plc is offering a 12‑month secondment in the Scams / Fraud Customer Resolution Specialist team in Birmingham, Leeds or Sheffield. The role focuses on resolving customer complaints across channels, with emphasis on telephone contact and clear written communication.

You’ll handle complaints at first contact when possible, demonstrate strong decision-making, and contribute to a fair and effective customer journey in a fast-paced environment.

Qualifications

• Experience handling telephone interactions with strong objection-handling skills.
• Ability to work under pressure and stay resilient in a changing environment.
• Strong judgment and sound decision-making skills.
• Ability to manage and prioritise workloads independently.
• Good understanding of HSBC products and services.
• Clear and effective communication across multiple channels (inbound/outbound calls, letters, email, chat).

Responsibilities

• Manage inbound customer complaints with professionalism and empathy.
• Listen to customers, understand concerns, and work to agree an appropriate way forward.
• Resolve issues quickly, efficiently and clearly to keep things simple for customers.
• Take ownership of each issue and use sound judgment to achieve a right-first-time resolution.
• Make informed decisions and deliver positive customer outcomes.
• Anticipate customer needs and identify opportunities to prevent recurring issues.
• Deliver superior customer service across all interactions.
• Adapt to changing customer needs and expectations.
• Communicate effectively via telephone and written correspondence.

Job description

HSBC Holdings plc is offering a 12‑month secondment in the Scams / Fraud Customer Resolution Specialist team in Birmingham, Leeds or Sheffield. The role focuses on resolving customer complaints across channels, with emphasis on telephone contact and clear written communication.

You’ll handle complaints at first contact when possible, demonstrate strong decision-making, and contribute to a fair and effective customer journey in a fast-paced environment.