Disputes Case Handler

Coaching and team member development will be undertaken to support the improvement of knowledge, skills and capability to successfully perform this role.

A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.

In this role you will:

Provides high quality service for maximum customer satisfaction, by resolving the customer query at first contact where possible, in an empathetic manner
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
Liaison between the wider HSBC business stakeholders to support the function (Fraud and the Complaints Teams; Customer Care; Press Office etc.)
Handle customer complaints professionally whilst providing background data for hand off
Ability to articulate case decision/rationale to internal colleagues and where required, in response to the Financial Ombudsman
Use knowledge of card scheme changes, products, processes and procedures to address customer needs both through the team and individually
To be successful in this role you should meet the following requirements:

Must have experince in a similar customer facing, telephony based role.
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
An ability to manage caseloads/daily tasking queues effectively against changing priorities
Experinece of Training/Coaching and development of colleagues for skills and capability improvement
Continually evaluate processes and procedures to support long-term innovative, efficient solutions Read more