Job Title: Fraud Officer

To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Performance Level Agreements (PLAs). Responsible for relationship building and resolving customer queries / issues, account management in a professional manner (where applicable). Other responsibilities dependent on process assigned to. Receives / makes customer calls in a call centre environment. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution.

In this role, you will:
Principal Accountabilities: Key activities and decision making areas
Impact on the Business

Meeting targets for the below KPIs
Productivity% / RPH
Contact rate
AHT

Typical KPIs and Targets

Meet or exceed against the section average / PLA (whichever is higher) for the KPIs such as productivity% , RPH, Contact rate, AHT

Customers / Stakeholders

Case quality
Call quality
Instructions/requests to be correctly interpreted, understood and implemented.




Complaints/Compliments

Typical KPIs and Targets

Meet or exceed against the section average / PLA (whichever is higher) for the KPIs such as case & call quality, Complaints/Compliments.., etc

Leadership & Teamwork

Participate in team meeting / team activities and work towards sustaining team spirit.
Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.

Typical KPIs and Targets

Observation & feedback by the immediate line & management team

Operational Effectiveness & Control

Maintain equipment, systems and general work workplace in good condition, adhering to all appropriate procedures.
All data requirements (timesheets, leave requests, absence requests and ad hoc process information) is completed and updated in a timely

📌 Fraud Officer (Hyderabad)
🏢 HSBC Global Services
📍 Hyderabad