Triage Investigator

Job description

Financial Crime Threat Mitigation (FCTM) focuses on the specific financial crime threats the firm faces now and in the future, pioneering the techniques and technology that protect our business, our customers, and the many communities in which we operate, from the harms associated with financial crime. FCTM harnesses intelligence, analytics, technology, investigation, information sharing, and public-private partnership to achieve this end, always seeking the most effective and efficient means. FCTM is also partnering with Financial Crime Compliance to build the case for a more efficient and effective regulatory approach by defining a potential new regulatory landscape based on practical, tested innovation and serving as a thought leader in the ongoing public debate on the future of regulatory compliance.

The jobholder is accountable for working within the Triage sub-function within one of FCTM's four regional functions aimed at mitigating the harms associated with financial crime.

The Triage stage within FCTM Investigations is the initial referral point for all leads, internally and externally generated, believed to require investigation or a regulatory filing. The Triage Team is responsible for quickly and accurately assessing leads for eligibility and completeness in order to initiate a case within FCTM. Qualified cases are passed to the appropriate External Investigative Reporting Team (for immediate SAR/STR decisioning), Major Cases Team or Complex Cases Team (for investigation) or Intelligence and Analytics.

Triage Investigators are graded GCB5, 6 or 7 according to the complexity of cases they are expected to routinely deal with, working within a team who will undertake Triage investigations to the minimum standards from referral through to completion or hand off to investigations teams or completion within the team. The GCB6 jobholder will typically deal with the following:

Stage 1 (when relevant experience levels are reached – to be determined by Regional Head of Triage)
· Once a sufficient level of experience has been demonstrated to undertake Stage 1 activity:
· assessment of referrals received via Case Intake Form, email, or external source
· identifying and prioritizing referrals received where special action is required, e.g.
· where urgent action is required
· staff-related referrals (internal investigations)
· HSBC Confidential referrals
· creation of the case onto the case-management system
· allocation of the case to a Triage Investigator (i.e. colleagues dealing with wider Triage Investigations)
Stage 2
· assessing / validating that the referral meets acceptance criteria
· undertaking HSBC exposure check, risk exposure, external research, and assessing case rating
· passing case onto Investigations (Complex or Major), I&A or other FCTM Team (by agreed method)
· Or, completing the case within Triage and closing the case as appropriate.
The jobholder will not conduct activity deemed to be part of External Investigative Reporting, Major or Complex investigations or undertake intelligence analysis; this will be conducted by appropriate resources in country / region.

Impact on the Business
· Principal point of referral for all relevant investigations, which may originate from various internal or external sources.
· Continuously monitor and action requests that arrive in the regional enquiries inbox.
· The provision of timely and reliable assessment and triage on potential financial crime risks to improve risk management decisions within FCTM.
· Completion of initial case intake assessment and all associated logging to determine action status of request.
· To adhere to the globally defined triage procedures or approved country variances across FCTM Investigation, which are designed to support the operational effectiveness of the investigative capability.
· Ensure that all cases are correctly entered onto the case management system.
Customers / Stakeholders
· Confidence, diplomacy and the ability to communicate with all levels of management, customers and external relationships.
· Provision of highest quality service levels to;
· Bank customers and other victims of financial crime;
· Other teams within Security & Fraud Risk;
· Retail Network and Direct;
· Other diverse business areas within the bank.
Leadership & Teamwork
· Work effectively as part of a regional dynamic team including taking on unfamiliar/difficult tasks when necessary and providing guidance and support to others.
· Develop and maintain the relationship and understanding of activities across Triage and the wider Investigations / FCTM function.
· Communicate effectively with different business areas to ensure clear and consistent delivery of key messages.
· Develop and support a long lasting, effective team environment, to achieve mutual team and business goals.
· Sharing of best practices to enhance team delivery.
Operational Effectiveness & Control
· Adhere to the framework, policies, procedures, and controls for the effective identification and mitigation of the specific financial crime threats to ensure risks are identified and managed.
· Accurately input and maintain key data into appropriate systems and within agreed timescales and guidelines.
· All tasks undertaken within the Service Level Agreements and in agreed timescales.
· Compliance with the FSA principal of 'Treating Customers Fairly'.
· The need to comply and be able to demonstrate compliance with internal controls.
· Implementation and compliance with Group Compliance Policy.
· Awareness of the operational risk associated with the role.
Major Challenges

Global FCR is going through a period of rapid and deep change both internally and externally. Internally we are restructuring the Group's footprint, ensuring that these businesses are run consistently and globally. Working in an FCR sub-function in such an environment is challenging by itself. However, there are additional challenges from internal restructuring of our business, major cost reviews and implementation of efficiency programmes. The immense amount of change internally and externally calls for the job holder to be alert and adaptable to:
· developing requirements, whilst also delivering challenging targets;
· responding to the demands of multiple diverse aspects of the role; and multiple inputs (referrals) to ensure deadlines are met across the team.
Role Context

The jobholder is required to work within the Triage sub-function within FCTM Investigations and follow the policies and procedures of the Region in managing these risks. This can involve dealing with major issues for which there is no clear-cut solution whilst still being able to provide judgment and clear direction. Where items of major consequence are involved, escalation is required to / via Line Management.
This is a new position and function that the jobholder will be expected to further define and embed.

Management of Risk

The jobholder will continually reassess the operational risks associated with the role and inherent in the business, taking account of changing financial crimes threats, geopolitical, economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. Monitor in accordance with the Principal Accountabilities set out above.
The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization.

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.
· Jobholder is an ‘insider' for dealing purposes and subject to strict controls and confidentiality.

Desired profile

Qualifications :

·  Existing Fraud Operations / Investigations; I&A; or Branch or Direct experience preferred but not essential
·  Knowledge of bank enquiry systems
·  Capable of picking up, and applying, new ideas/concepts quickly
·  Excellent inter-personal, customer service and communication skills – written and verbal
·  Excellent organisation and analytical skills
·  Excellent decision-making / influencing skills
·  A motivated self-starter who has the ability to work effectively alone and under pressure
·  The ability to work accurately and to remain calm and controlled under pressure whilst performing all functions of the role
·  Adaptability and flexibility
·  Good PC skills and knowledge of Microsoft software
·  Enthusiasm and a positive ‘can do' attitude
EEO/AA/Minorities/Women/Disability/Veterans