Fraud Monitoring & Operations Officer, HSBC

HSBC

Location:
Vietnam, Ho Chi Minh City

Category:
Finance

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Monitor detection systems, handle fraud transactions, respond to parties regarding fraud issues, perform administrative tasks related to fraud detection, and provide excellent customer service.

Job Responsibility:

Monitor detection systems (SAS.EFM) and ensure that all cases are attended urgently after created
achieve the standard create to open hour set by the regional
take proper action to prevent further fraud transaction on the credit/debit card account by blocking the card
take urgent action 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 fraud issue
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, fraud documentation and the preliminary analysis on point of compromised, 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 behaviours (Open, dependable, Connected) supporting colleagues and customers to deliver superior customer service through these values
acts as the officer in charge while the manager is out, providing relief assignments as required
values diversity amongst team
acts a as mentor to assist new joiners as required
knowledge of Group compliance, Operational Risk, BIM, FIM, RCA requirement, regional guidelines and local procedures
maintains HSBC internal control standards

Requirements:

Bachelor degree with 2 - year experiences in transaction banking (card / account transactions)
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 specialised 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:

Continuous professional development
flexible working
opportunities to grow within an inclusive and diverse environment

Additional Information:

Job Posted:
July 31, 2025

Expiration:
August 15, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Fraud Monitoring & Operations Officer

HSBC

Location:Vietnam, Ho Chi Minh City

Category:Finance

Contract Type:Employment contract