Customer Experience Specialist - Quezon City

Business: Fraud Operations · Open positions: 1 · Role Title: Customer Experience Specialist · Global Career Band: 6 · Location (Country / City ): Philippines / Commonwealth, Quezon City · Recruiter Name :  Edward Palma · Why join us? (Overview of Dept./Function) · Fraud Operation ...

Paglalarawan ng trabaho

Business: Fraud Operations

Open positions: 1

Role Title: Customer Experience Specialist

Global Career Band: 6

Location (Country / City ): Philippines / Commonwealth, Quezon City

Recruiter Name :  Edward Palma

Why join us? (Overview of Dept./Function)

Fraud Operations is an integral part of Credit Control Services. The department deals with Fraud Detection, Prevention and Mitigation and constantly works towards combating financial fraud and protecting the Bank and our customers from losses. The team supports most of the global businesses across all regions of the group.

The Opportunity: (Brief Overview of the Role)

Global Resourcing is a key strategic initiative of the HSBC Group for centralising back office and voice related operations

of Group entities from around the world.  Global Resourcing is a major contributor to the Group Strategic Plan of improving the cost income ratio of its businesses

Global Resourcing's expansion continues with increasing rapidity.  Pressures of space increase the need for a fast but robust process for bringing new sites into service.

What you'll do: (List out Key Responsibilities)

• Responsible for collection and analysis of NPS and Complaints data of Fraud Operations team. Develop and maintain databases necessary for efficient data management. Presents findings and recommendations to first line managers, senior management and stakeholders.
• Conduct detailed assessments of customer interactions across various channels, utilizing a quality scorecard to rate performance on criteria such as technical accuracy, communication skills, empathy, and compliance with company policies.
• Lead and heavily participate in calibration sessions with operations and other stakeholders to ensure consistency and objectivity in the evaluation process across all teams.
• Collaborate with Operations and Support team to identify training needs, develop new training materials as required, and assist with training facilitation as needed. Identify pain areas, create and recommend action plans for customer sentiments, complaints, and errors identified from the feedback tool and embed validation checks through knowledge builder.
• Provide actionable, constructive feedback through one-on-one sessions and in group settings, mentoring them to improve performance and address skill gaps identified through level 2 checks on NPS scrubbing, complaints and agent feedback tool.
• Act as a subject matter expert for all Fraud specific products, services, or complex processes, assisting frontline agents and managers with escalated questions or issues.

What you will need to succeed in the role: (Minimum Qualification and Skills Required)

• Must be proficient in English  and have excellent written and verbal communication
• Strong experience in Quality Monitoring and excellent knowledge of Procedures
• Ability to understand the impact when changes are made to the structured coaching scheme and communicate the same to stakeholders
• Should be able to identify and assess risks on a regular basis and establish appropriate day to day controls and monitoring of procedures to effectively mitigate such risks.
• 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
• Ability to work in a high-volume, fast paced environment is required
• Proficiency with personal computers and basic software packages and specialised applications

What additional skills will be good to have? (List out good to have skills and certifications)

• Proven ability to prioritise workload effectively in line with business priorities.
• Reporting and MS Office skills 
• Knowledge of Fraud Operations
• Operates effectively across cultures and in multi-cultural diverse work environments
• Experience of working with multiple regional teams desirable

Link to Candidate User Guide:

https://hsbchrdirect.service-

You'll achieve more at HSBC 

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role."

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued By HSBC Electronic Data Processing (Philippines) Inc. ***

* The information contained in this job description is a true and accurate reflection of the job as specified.

 

Want To Apply?

All applicants must have successfully completed their probation period

All applicants must have a minimum performance rating of Good and behavior rating of Good in the last two appraisals

All applicants should have served at least 18 months in their current functional role and department company

Application form should be copied to respective Line Manager

Application form should be submitted ONLINE along with the current CV

All the completed applications should be submitted ONLINE by 11:59 PM on the closing date

Have not been previously declined for the same post within the last 3 months on the date of submission of their application

Have not been on ANY form of Corrective Action within the last 6 months from the date of application 

Declaring incorrect information in your application (e.g. incorrect performance and behaviour rating; and corrective action status) is considered a SERIOUS OFFENSE based on the HDPP Employee Handbook:

A. Very Serious Offense

"Sec 1. Any acts of dishonesty, which may provide reasonable grounds for the company to lose trust and confidence to the employee, which includes but not limited to the following:

c) Giving false testimony or falsifying any document, records or information or presenting such falsified document, records or information in any study, research inquiry; padding and deliberate overcharging of expenses; tampering with time records; requesting or allowing any individual to log in/out and actually logging in/out any individual."