Disputes Case Handler Gsc
6 months ago
-Job description
**Some careers have more impact than others.**
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.
HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions.
We are currently seeking an experienced professional to join our team in the role of Dispute Case Handler.
**Principal responsibilities**
- The Disputes Case Handler will be required to undertake a multi-disciplined customer service delivery role, providing multi-channel support for key aspects of the Cards journeys.
- We support our customers through more challenging times where they need to dispute a card payment as well as more general queries relating to their debit or credit cards.
- With enhanced training, Disputes Case Handlers are suited to handling complex Card queries, supporting our customers fully.
- The main part of the role is processing key dispute, ATM and other cards queries, through specialist systems to resolve issues raised by the customer, in a timely and efficient manner, adhering to regulatory scheme directives.
- Coaching and team member development will be undertaken to support the improvement of knowledge, skills and capability to successfully perform this role.
- Training/Coaching and development of colleagues for skills and capability improvement.
- Continually evaluate processes and procedures to support long-term innovative, efficient solutions.
Requirements
**Requirements**:
- Provides high quality service for maximum customer satisfaction, by resolving the customer query at first contact where possible, in an empathetic manner
- Strong written, spoken communication skills with an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to a wide and varied audience
- Maintains attention to detail and accuracy in supporting customers to appropriate resolutions in a timely manner (with knowledge of the Chargeback process and section 75 of the Consumer Credit Act)
- Take ownership and initiative to complete necessary research and customer follow up both independently and within a team (written and verbal correspondence)
- Ability to identify cases outside normal procedures, to make sound, considered decisions, and escalate to the leadership team where appropriate - considering both the customer impacts and the inherent risk for both customer and company
- Processing of servicing requests for Transaction Disputes and complex card queries including, where necessary taking preventative actions to protect customers’ accounts from fraud
- Review claims and make commercial, liability decisions where applicable, mindful of limiting the Bank’s losses
- Sharing case outcomes and develop templates/aids to support team investigations and consistent decisions
**You’ll achieve more when you join HSBC.**
**Issued By HSBC Electronic Data Processing (India) Private LTD
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