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Senior Fraud Detection Specialist

Jun 22, 2017
Toronto, Ontario
Early Career


Employment Type: Regular

This position reports to Head of Fraud Operations Canada or Manager Fraud Operations. The primary objective of the position is to minimize fraud loss through identifying unauthorized use of various banking products by verifying and monitoring transactions, and offering assistance to other work areas. The position requires communication with internal and external customers as needed, also requires organization and analytical skills while exercising discretion, making judgment based on risk, ensuring provision of quality, timely and accurate service. Ensuring compliance with internal processes, guidelines and external regulations is also mandatory, along with providing leadership to less experienced personnel.

Principal Accountabilities: Key activities and decision making areas

Impact on the Business

  • Responsible for day-to-day monitoring and analysis by reviewing system generated suspect cases to identify fraudulent activities on various company products, and preventing of fraud.
  • Review customer records and verify activities on account, which may include contacting customers, internal departments or third parties and take necessary actions as required.
  • Ability to work on various fraud monitoring systems
  • Respond to and resolve security related customer issues referred from other departments according to established procedures.
  • Offer assistance to junior staff on the floor
  • Observe and report possible fraud trends, which may materialize into new department procedures to strengthen our current practice.
  • Exercise discretion and apply compliance to ensure internal and operational risk controls are in accordance with HSBC policies and all regulations, while promoting work place diversity.
  • Complete other responsibilities, as assigned.
  • Block accounts which have been potential compromised
  • Assist in training and cross training of staff
  • Delivery of superior Customer Service, both internal and external, and application of appropriate skills/ values/ company policy to meet customers' and Bank's needs

Customers / Stakeholders

  • Take escalated calls from team members to handle customer dissatisfaction and prevent service failures
  • To ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization
  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.

Leadership & Teamwork

  • Act as a point of referral for the Fraud operational teams
  • Build effective relationships with key stakeholders, particularly within Fraud prevention, strategy and investigations teams
  • Provide assistance to all Team Managers across various sites
  • Promote an environment that supports diversity and reflects the HSBC brand.

Operational Effectiveness & Control

  • Strong understanding and adherence to all internal controls, in particular Data Protection and Anti-Money Laundering principles
  • To continually seek ways in which to deliver a superior service to customers, whilst mitigating the risk of fraud losses to the Bank
  • To comply with the Group's statutory audit standards, including Three Lines of Defense principles
  • Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
  • Complete other responsibilities, as assigned.

Major Challenges

  • To continually seek ways in which to deliver superior service to our customers, while mitigating the risk of fraud loss to the Bank
  • To drive quality in people, working to reduce service failures and improve our processes
  • To ensure familiarity with, and adherence to, current procedures/ policies/ resource planning
  • To comply with the Group's statutory audit standards, including Three Lines of Defense principles

Role Context

  • The jobholder is required to review and investigate cases identified as potential fraud by our detection software, making risk-based decisions as to whether to block cards and/ or refer cases fur further investigation.
  • The jobholder will also review the quality of other's work in their application of the above
  • The jobholder will take referrals from team members on cases which do not necessarily fit within the normal procedures, and is expected to make decisions based on sound judgment – considering both the customer impacts and the inherent fraud risk
  • The jobholder is required to have an understanding of current Bank strategy and on-going developments in relevant business areas
  • The jobholder has authority to use any system and access any customer records to respond to a department function.

Management of Risk

  • Ensure compliance of both general and anti-money laundering and anti-terrorist financing (AML/ATF) compliance controls as well as operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
  • The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
  • This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
  • Also by addressing any areas of concern in conjunction with entity management and/or the appropriate department.
  • The jobholder is responsible for managing and mitigating operational risks in their day to day operations. In executing these responsibilities, the Group has adopted risk management and internal control structure referred to as the 'Three Lines of Defense'. The jobholder should ensure they understand their position within the Three Lines of Defense, and act accordingly in line with operational risk policy, escalating in a timely manner where they are unsure of actions required.
  • Through the implementation the Global AML, Sanctions and ABC Policies, supporting Guidance, and Line of Business Procedures the jobholder will make informed decisions in accordance with the core principles of HSBC's Financial Crime Risk Appetite.

Observation of Internal Controls

  • Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
  • The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term 'compliance' embraces all relevant financial services laws, rules and codes with which the business has to comply.
  • This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimizing relations with regulators.


Knowledge & Experience / Qualifications

  • High school diploma, undergraduate degree would be an asset (or equivalent experience)
  • Minimum two years of banking experiences or equivalent
  • Familiarity with fraud process and tool an asset
  • Flexibility with schedule as needed
  • Strong analytical, customer service, decision making, communication and problem solving skills
  • Attention to details, and to maintain confidentiality of information while exercising discretion
  • Familiarity with bank systems including
  • Proven ability to adhere to pre-established deadlines and deal with difficult customers and/or suspicious situations
  • Ability to multi-task in a fast paced, high customer impact, dynamic environment
  • Sound knowledge of various bank products, services, polices and regulations impacting the department
  • French, Mandarin or Cantonese skills would be an asset
  • Proven ability to build and develop mutually beneficial relationships at all levels
  • Proven ability to work with independence and as part of a team