Senior Process Advisor - Dispute Reconciliation

HSBC Holdings plc; Hyderabad; On-site; INR 900,000 - 1,700,000; Full time

Job summary

HSBC Holdings plc in Hyderabad, India is seeking a Senior Process Advisor - Dispute Reconciliation to drive accuracy in resolving card dispute breaks and reconcile Dispute GL accounts within global operations. You will act as SME for process, collaborating with Dispute Processing and BRCS teams to clear breaks and ensure timely reconciliations.

The role requires two years of experience in customer contact and card disputes, strong communication, and knowledge of card schemes.

Qualifications

• Two years of work experience include customer contact and card disputes.
• Strong understanding of chargebacks, dispute processes and scheme rules.
• Excellent written and verbal communication in professional settings.

Responsibilities

• Serve as primary reference for complex chargebacks and card-payment disputes.
• Provide guidance on scheme rules, eligibility criteria, evidence, and liability decisions.
• Interpret changes to card-scheme regulations and assess operational impact.
• Maintain and update chargeback procedures and knowledge materials.
• Advise teams on complex or escalated cases, including high-value disputes.
• Promote standardised interpretation and apply consistent decision-making.

Skills

Customer service

Dispute handling

Communication skills

Card payment knowledge

Education

Graduate or equivalent

Tools

MS Office

Job description

Job title: Senior Process Advisor - Dispute Reconciliation

• This job profile provides a broad overview of the Job and is not intended to exhaustively describe the job.
• This position is part of the Global Operations team, MENA Dispute Operations.
• The role holder will be review and work towards as SME of the process along with clearing the Breaks within the Dispute General ledger accounts for credit and debit cards by closely collaborating with the Dispute processing and BRCS teams.

In this role, you will:

Job Objectives – Roles & Responsibilities

• Act as the primary point of reference for complex chargeback, dispute and card-payment queries.
• Provide expert guidance on scheme rules, reason codes, eligibility criteria, evidence requirements and liability decisions.
• Interpret changes to card-scheme regulations and assess their operational impact.
• Maintain and update chargeback procedures, guidance notes, process maps and knowledge materials.
• Advise teams on complex or escalated cases, including high-value, sensitive or strategically important disputes.
• Support consistent decision-making by promoting standardised interpretation of rules and procedures.

Case oversight and escalation

• Review complex, disputed or high-risk cases and recommend appropriate outcomes.
• Support the management of representment, pre-arbitration and arbitration cases.
• Ensure evidence is complete, relevant and submitted within required deadlines.
• Provide guidance on cases involving fraud, processing errors, duplicate transactions, authorisation issues, refunds, services not provided and other dispute categories.
• Monitor escalated cases and ensure appropriate ownership, action plans and resolution timescales.
• Support resolution of recurring or systemic issues affecting chargeback outcomes.

Quality, controls and risk management

• Conduct quality assurance reviews of chargeback decisions, case handling and evidence submissions.
• Identify control gaps, process weaknesses, data-quality issues and potential operational risks.
• Develop or enhance controls to improve accuracy, prevent financial leakage and reduce avoidable disputes.
• Support risk assessments, control testing, audit activity and regulatory reviews.
• Ensure chargeback activity is managed in line with internal policies, data-protection requirements and applicable regulations.
• Escalate material risks, control failures, suspicious activity or potential breaches through the appropriate channels.

Coaching and capability development

• Coach and mentor chargebacks processors and operational colleagues.
• Deliver training, briefings and refresher sessions on scheme rules, case handling and procedural changes.
• Create practical examples, decision guides and frequently asked questions to support consistent outcomes.
• Review individual and team performance trends and recommend targeted development activities.
• Promote a culture of knowledge sharing, accountability and continuous improvement.

Reporting and analysis

• Analyse chargeback volumes, ageing, outcomes, win rates, losses, recoveries and operational performance.
• Identify trends by product, transaction type, merchant, reason code, channel, geography or customer segment.
• Produce regular management information and executive-level reporting.
• Provide insight into the root causes of disputes and recommend corrective action.
• Track the impact of process changes, training initiatives and control enhancements.
• Support forecasting, capacity planning and performance reviews.

Stakeholder collaboration

• Work closely with Payments, Operations, Fraud, Financial Crime, Risk, Compliance, Finance, Customer Service, Product and Technology teams.
• Liaise with merchants, acquirers, issuers, card schemes and payment partners where required.
• Represent the chargebacks function in working groups, governance forums and change initiatives.
• Support the design and implementation of new products, payment journeys, systems and operational processes.
• Contribute chargebacks expertise to testing, implementation and post-release reviews.

Continuous improvement

• Identify opportunities to simplify processes, improve customer outcomes and reduce avoidable operational effort.
• Recommend automation, workflow and system enhancements.
• Participate in root-cause analysis and remediation plans.
• Support the introduction of improved controls, reporting and case-management practices.
• Track agreed improvement actions through to completion and assess their effectiveness.
• Share industry developments and emerging dispute trends with relevant stakeholders.

Dispute Reconciliation – GL Break Analysis and MI Reporting

• Provides high quality results within the Disputes Reconciliation process, by clearing the breaks within the Dispute GL accounts
• Strong written, spoken communication skills with an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to a wide and varied audience
• Maintains attention to detail and accuracy in having the GL accounts reconciled in a timely manner (with knowledge of the Chargeback process)
• Take ownership and initiative to complete necessary research and follow up both independently and within a team (written and verbal correspondence)
• Ability to identify scenarios outside normal procedures, to make sound, considered decisions, and escalated to the leadership team where appropriate – considering both the GL impacts and the inherent risk for both customer and company
• Ensure the entries within the Dispute GL accounts are within the account ACP
• Ability to take corrective measures to clear the breaks with the GL accounts through sound Chargebacks processing knowledge minimizing the dependency on the processing teams
• Liaison between the wider HSBC business stakeholders to support the function (Dispute Processing teams, Business reconciliation and settlements services teams etc.)
• Handle complex scenarios of breaks professionally whilst providing background data for hand off
• Ability to articulate review decision/rationale to internal colleagues and where required, in response to the Financial Regulations
• An ability to manage caseloads/daily tasking queues effectively against changing priorities
• Training/Coaching and development of colleagues for skills and capability improvement
• Use knowledge of card scheme changes, products, processes, and procedures to address customer needs both through the team and individually
• Continually evaluate processes and procedures to support long‑term innovative, efficient solutions

To be successful you will:

• Graduate or equivalent.
• Required two years of work experience that includes customer contact & Card Disputes.
• Excellent interpersonal skills with the ability to communicate with customers and external parties.
• Highly effective and demonstrated oral and written communication skills.
• Sound knowledge of MS office( MS Excel, MS Word etc)

What additional skills will be good to have?

• Proven critical thinking, personal organizational and time management skills.
• Ability to promote and foster team building through demonstrated leadership.

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You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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