Associate Fraud Prevention Specialist - Fraud Claims

Job description

Under general supervision, responsible for researching and documenting fraud claims on multiple platforms to support two or more HNAH business functions. Validates legitimacy of claims and resolves or refers to Investigations for further review. Communicates internally within the company as well as customers and third parties

Impact on the Business

Manage through process, procedures and judgement a fraud claims caseload with the purpose of mitigating fraud losses by identifying and exercising recovery opportunities.

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Demonstrate the proficiency to manage fraud claims caseload on multiple platforms and various products.

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Ensure timeliness and quality measures are met or exceeded in accordance with all regulatory and internal standards.

Customers / Stakeholders

· Handle incoming calls from fraud victims, claimants, merchants, and internal departments.
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Contact victims of fraud regarding ongoing fraud investigations to support recovery efforts.

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Consult victims of identity theft on recommended actions to take to clear their credit and protect against future fraud

Leadership & Teamwork

· Provide feedback and update supervisor regarding cases under investigation or any ad hoc or daily reports they are responsible for completing.

Operational Effectiveness & Control

· Document all activity related to cases, including victim contacts and interviews, documents, merchant support activity, and all research undertaken during the process of investigation.
· Determine the validity of the claim through careful examination of the facts and documents. Must exercise prudent judgment with all decisions made on each claim, and provides documentation to the customer informing them of the outcome of the investigation.

Major Challenges

· Ability to demonstrate strong organizational and time management skills to meet department standards in productivity, quality and recovery efforts.
· Achieve results while managing caseloads on multiple platforms and for various product type.

Role Context

· General supervision and consistent coaching and development from immediate supervisor. Adherence to policy and procedures with expectation of appropriate judgment and discretion being exercised.

Management of Risk

· Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.

Observation of Internal Controls

· Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

Desired profile

Qualifications :

·  High school diploma or equivalent experience.
·  One year work experience in fraud is preferred.
·  Financial Services Operations experience preferred.
·  Excellent written and oral communication skills.
·  Strong analytical and decision-making skills.
·  Proficient ability to work on a minimum of two platforms and/or account types
·  Must be detail oriented with accuracy
·  Proven time management discipline.

EEO/AA/Minorities/Women/Disability/Veterans