Bilingual Manager Credit Card Disputes

3 weeks ago

Montréal, Canada HSBC Full time

Opening up a world of opportunity.

We're a financial services organization serving more than 40 million customers across the globe through our Wealth & Personal Banking, Commercial Banking and Global Banking & Markets businesses.

We’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of new opportunities for our customers, our people and our communities.

Wealth and Personal Banking

We help clients to manage, protect and grow their wealth. We offer a range of services from personal banking, mortgages and loans to investment, savings and wealth management products. Our international network and breadth of expertise enables us to support individuals, families, business owners, investors and entrepreneurs around the world.

About the role

Manage business unit handling credit dispute requests from clients while ensuring compliance with association and federal regulatory requirements for addressing requests for information and notices of error. Ensure compliance with all regulations and acts as a liaison to systems, vendors, partners and associations. Manages a team of representatives in a fast paced correspondence and/or phone environment or perform other core responsibilities. Management responsibilities include monitoring, coaching and training. Drives team to achieve quantitative monthly goals while maintaining audit and quality guidelines.

**Responsibilities**:

- Acts as resource management liaison to Contact Center and Fraud Operations.
- Diffuses irate customers and resolves escalated customer inquiries and acts as an owner by making appropriate judgment calls regarding account resolution. Provides necessary follow-up to customers.
- Manages, organizes and plans for the staff and budgetary requirements for areas of responsibility.
- Ensure staff is trained and proficient on procedures. This includes frequent changes to regulatory/association guidelines. Monitor inbound customer correspondence/calls to ensure compliance with regulatory/association rules and company procedures. Support both correspondence and phone functions through line-balancing efforts.
- Meet regularly with staff to ensure career development action plans are reviewed and implemented. Initiate action and recommends associates for merit increase, promotions and other personnel changes. Work directly with Human Resources Generalist to handle disciplinary action and complaint resolution.
- May assist Senior Manager with management of day-to-day operations, this may include acting as Senior Manager during relief assignments, completing various projects assigned and representing management in various meetings.
- Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices.
- Promote an environment that supports diversity and reflects the HSBC brand.
- Initiates actions to focus on improving productivity, quality and communication within Dispute Processing. Takes initiative to offer suggestions and uses effective decision making skills to gain trust and promote teambuilding across departments.
- Ensures account inquiries are worked within regulatory, association and service level guidelines. Focuses team on bottom-line results and achieving goals through consistent communication, motivation, recognition, training and coaching.
- To implement the Group compliance policy locally by containing compliance risk in liaison with the Head of Group Compliance, Global Business Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.
- Complete other responsibilities, as assigned.

Requirements
- Minimum five years experience in high volume call center operation of which a minimum of three year experience as a supervisor was served. Industry specific experience and/or certification may be required.
- High school graduate or equivalent experience. College or business school training preferred. College degree may substitute for some required experience.
- Working knowledge of credit card dispute and chargeback processing practices, applicable laws and regulations.
- Proven ability to multi-task in a fast paced work environment and prioritize work assignments.
- Demonstrated ability to train, direct and supervise operational personnel.
- Strong communication, motivational, analytical, project management and decision making skills.
- Sound knowledge of products supported and internal systems and external regulations impacting their delivery.
- The language requirements for this position include French and English. The latter language is required to support customer’s with a Canada-wide remit and connect with support teams globally, as described in this job posting and in compliance with Bill 96.

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