HSBC
Scams / Fraud Customer Resolution Specialist - 12-month Secondment
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
GCB 7 | 12-month secondment | Birmingham, Leeds or Sheffield
If you’re looking to take an exciting new direction within your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills.
This 12-month secondment in the Scams Customer Resolution Specialist team offers the chance to make a meaningful difference to customers while strengthening your complaint-handling and decision-making expertise.
About the role
The Scams Customer Resolution Specialist team sits within Customer Resolution Team. The team takes full ownership of customer complaints across multiple channels, working to deliver fair and effective outcomes while improving the overall customer journey.
As a Scams Customer Resolution Specialist, you’ll resolve complaints at the first point of contact wherever possible. Telephone contact with customers is a key priority, supported by written communication through letters, emails and chat. You’ll listen carefully, understand the customer’s concerns and take ownership of finding the right resolution.
This role is ideal for someone who is customer-focused, resilient and confident making decisions in a fast-paced environment.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Your responsibilities will include:
- Managing inbound customer complaints with professionalism and empathy.
- Listening carefully to customers, understanding their concerns and emotions, and working with them to agree in an appropriate way forward.
- Keeping things simple for customers by resolving issues quickly, efficiently and clearly.
- Taking ownership of each issue, using sound judgement to achieve a successful resolution and getting it right first time wherever possible.
- Making informed decisions and taking responsibility for delivering positive customer outcomes.
- Anticipating customers’ needs and identifying opportunities to prevent recurring issues and improve the overall customer journey.
- Delivering superior customer service consistently across every interaction.
- Adapting flexibly to changing customer needs and expectations.
- Communicating effectively through a range of channels, including telephone and written correspondence.
Skills required:
- Experience handling telephone interactions, including strong objection-handling skills.
- The ability to work effectively under pressure and remain resilient in a changing environment.
- Strong judgement and sound decision-making skills.
- The ability to manage and prioritise workloads independently.
- A good understanding of HSBC products and services.
- The ability to communicate clearly and effectively across multiple channels, including inbound and outbound telephone, letters, email and chat.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.
If you have a need that requires accommodations or changes during the recruitment process, please contact the Recruiter.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London