Fraud Investigator

We are currently seeking an experienced individual to join this team in the role of Scams Fraud Investigator.

The role of the Fraud Investigator is to be responsible for: reviewing cases/ generated reports and alerts created by various detection systems; dealing with customer telephone calls where fraudulent activity has been identified on their account; taking preventative actions to protect customers' accounts from fraud; investigating Unauthorised Transaction claims; liaison with Law Enforcement Agencies, and using preventative tools such as Falcon 6, SAS EFM, Hunter and Detica.

In this role, you will:

• Review complex fraud cases/ claims, and this includes: making liability decisions based on their findings, identifying ways to contain the Bank's losses, and creating investigation reports/ production reports detailing the circumstances of the case.


• Take inbound calls direct from internal and external customers and provide written correspondence to them.


• Be able to identify cases which do not necessarily fit within the normal procedures, and be able to make sound, considered decisions, and escalate to the leadership team where appropriate - considering both the customer impacts and the inherent fraud risk


• Show understanding of current Bank strategy and ongoing developments in relevant business areas
  
  Experience in delivering a superior quality of customer service


• Ability to work in a fast moving and time critical environment


• Experience in effective communication with internal and external customers


• Ability to work in a productivity/ efficiency orientated environment


• Complaint / objection handling experience is desired


• The base location for this role is Leeds and it is a heavily based telephony role.


This role is Hybrid in Leeds ONLY.. We have a requirement to attend the office at least 60% of the time. Should the business steer change we would look to accommodate this.

At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, and working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.

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. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.