Fraud Complaints Analyst

Some career choices have more impact than others. At HSBC we exist with the purpose of Opening up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share. As an HSBC employee in Australia, you’ll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market‑leading subsidised private health cover, free salary continuance insurance, share match equity scheme, enhanced parental pay and leave offering, subsidised banking products and services, bonus leave days and wellness programmes including discounted gym memberships. Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day‑to‑day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world‑class wealth management through best‑in‑class, mobile‑first capabilities and exceptional people. Our key areas of operations include Retail Banking, Wealth Management and Global Private Banking. In this role, you will be responsible for conducting thorough analysis of fraud‑related complaints to identify trends and highlight areas for process improvement. They will also play a vital role in liaising with the Customer Relations team to resolve fraud‑related complaints by providing subject‑matter expertise, while supporting the broader fraud team as the escalation point for fraud‑related complaints. Your main responsibilities will include: Conduct comprehensive evaluation of fraud‑related complaints to identify learning opportunities, control weaknesses and drive process improvements. Ensure that all regulatory obligations are understood and met when providing support on fraud‑related complaints. Offer expert guidance and support to the Customer Relations team, ensuring they have the necessary information to effectively manage fraud‑related complaints. Maintain a robust understanding of both internal and external complaints procedures and themes, including those outlined by the Australian Financial Complaints Authority (AFCA). Develop and sustain strong relationships with both internal and external stakeholders as necessary, fostering collaboration and effective communication. Contributing to the broader team effort to protect our customers from Fraud and Scams. To be successful in this role, you will need: Bachelor’s degree in a Finance and/or business‑related field. Relevant experience in fraud functions and investigative roles. Strong analytical abilities and adept problem‑solving skills. Capable of making fair and balanced decisions aligned with regulatory standards and procedures. Familiar with internal and external complaint handling processes, including AFCA. Preference will be given to candidates who hold Australian PR/Citizenship or New Zealand Citizenship, or who can demonstrate current unrestricted work rights in Australia without limitations. We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done. Through these values, HSBC is committed to building a culture where all employees are appreciated and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment. Applications from First Nations peoples are encouraged. Learn more about careers at HSBC Australia – Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. Issued by HSBC Bank Australia Limited. Please note that HSBC will never communicate to applicants via non‑HSBC channels such as SMS, WhatsApp or Facebook so please be careful if anyone attempts to contact you via these channel. #J-18808-Ljbffr