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 setting in good condition, adhering to all appropriate procedures.
- All data requirements (timesheets, leave requests, absence requests and ad hoc process information) is completed

📌 Fraud Officer (Hyderabad)
🏢 HSBC
📍 Hyderabad