Job Details
If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
Our Digital Business Services teams are the foundation of HSBC, providing essential support across technology, operations and key central business services for our global businesses and functions. This includes running customer operations, delivering innovative digital solutions for customers and colleagues, managing bank-wide change, and central services such as procurement and real estate management. The teams play a vital role in driving great experiences for customers and colleagues, and enabling the bank’s strategy.
As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.
We are currently seeking an experienced individual to join this team in the role ofDisputes Case Handler
In this role, you will:
• Using knowledge of card scheme rules, products, processes and procedures to provide high quality service for maximum customer satisfaction and resolving the customer query at first point of contact where possible, in an empathetic manner
• Taking ownership and initiative to complete any necessary research and customer follow up both independently and within a team using both written and verbal correspondence
• Processing of servicing requests for credit and debit card disputes and complex card queries, including, where necessary, taking preventative actions to protect customers’ accounts from fraud and protecting the Bank from first/third party fraud
• Reviewing claims and making commercial, liability decisions where applicable
• Objection handling, and dealing with customer complaints professionally whilst providing background data for hand off where required
To be successful in this role you should meet the following requirements:
• Experience in a telephony-based Customer Centric role
• Strong written and verbal communication skills with an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to a wide and varied audience
• Excellent attention to detail and accuracy in supporting customers to appropriate resolutions in a timely manner
• An ability to manage caseloads/daily tasking queues effectively against changing priorities
• The capability to identify cases outside normal procedures, to make sound, considered decisions, and escalate to the relevant departmental areas
