Fraud Monitoring & Operations Assistant, HSBC

HSBC

Location:
Vietnam, Ho Chi Minh City

Category:
Banking

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

As a Fraud Monitoring & Operations Assistant at HSBC, you will work within the International Wealth and Personal Banking division, ensuring fraud prevention, excellent customer service, and operational effectiveness. You will monitor fraud detection systems, respond to both internal and external parties regarding fraud cases, and perform related administrative tasks.

Job Responsibility:

Monitor detection systems (SAS.EFM) and ensure that all cases are attended urgently after created
Take proper action to prevent further fraud transaction on the credit/debit card account by blocking the card
Take efforts to contact merchant/acquirer for fraudulent transaction cancellation if applicable
Respond to external parties (acquirer, merchant, and other risk contact) and internal parties (Authorization, Customer Service, Charge back, Credit and Collection) regarding the transaction verification
Perform all administrative job and follow up action required related to the early detection functionality including Warning bulletin listing, card blocking monitoring, fraud tagging, account at risk, etc.
Provides excellent customer service to complex inbound/outbound customer calls by keeping up to date on training and internal communications
Apply high customer service standard to all customers and perform sound protection for HSBC customers by transaction monitoring function
Provide a reliable & trustful response for all customer queries and take necessary action to avoid complaints from customers
Certified to handle multiple propositions (i.e. card product, internet banking) and has specialized in one of the high complex roles within Fraud Risk & Investigation
Owns and resolves issues
Treat customers fairly and with integrity
Acts as a role model for our Group values and behaviors (Open, dependable, Connected) supporting colleagues and customers to deliver superior customer service through these values
Values diversity amongst team
Take officer’s task when they are out
Knowledge of Group compliance, Operational Risk, DIM, FIM, RCA requirement, regional guidelines and local procedures
Maintains HSBC internal control standards
Awareness of all elements of Operational Risk associated with the role in Fraud Monitoring.

Requirements:

Must have education standard to at least university diploma and be of a legal working age
Must be proficient in language(s) required by the process
Open to working flexible shifting schedules
Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
Takes pride in delivering what is promised in line with the customer and service expectations
Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order
Ability to work in a high-volume, fast paced environment is required
Proficiency with personal computers and basic software packages and specialized applications
Excellent communication skills and is polite and friendly at all times
Displays patience and empathy
A knowledge expert who has the ability to teach/mentor others.

What we offer:

Opportunities to grow within an inclusive and diverse environment
Access to continuous professional development
Flexible working possibilities.

Additional Information:

Job Posted:
June 09, 2025

Expiration:
July 09, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Fraud Monitoring & Operations Assistant

HSBC

Location:Vietnam, Ho Chi Minh City

Category:Banking

Contract Type:Employment contract