Disputes Case Handler London, England
Job description
If you’re looking for a rewarding career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that will take you to the top, or simply in a new and exciting direction, HSBC offer 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. As a Disputes Case Handler, you’ll be part of the Global Operations team in UK Card Operations. A market leading, positive customer disputes journey is our key goal.
As a member of this team, you’ll be undertaking a multi-disciplined customer service delivery role, championing multi-channel support for key aspects of the Cards disputes journey.
We strive to support our customers through more challenging times, where they need to query a credit or debit card transaction as well helping with more general queries. With enhanced training, our Disputes Case Handlers are suited to handling complex dispute queries, supporting our customers at every stage.
You’ll be responsible for handling incoming credit and debit card dispute queries in a timely and efficient manner, adhering to regulatory and cards scheme requirements.
Regular coaching and team member development will be available to support the improvement of knowledge, skills and capability to allow you to successfully perform in this role.
This role offers the opportunity for hybrid working following an initial 3-month office-based implementation and upskilling period. The base location is Chester.
Your responsibilities will include:
- 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 will need:
- 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
