Internal Fraud and Fraud Education Manager

Job Description / Principal Responsibilities

• Fraud awareness and knowledge training and public education for branch staff of HASE and on-us credit card holders respectively.
• From Training Need Analysis (“TNA”), training materials development, enrollment coordination, delivery, accreditation, upto post training feedback consolidation.
• Minimize the time lapse between the latest fraud trend and mitigation strategy in the market and workplace of branch staff.
• Reinforce and echo the bank and credit card issuing business (“CPD”) direction into different internal training modules and public education materials as scheduled.
• Identify the weakness of branch staff and general public cardholders towards fraud mitigation knowledge, awareness, and self-protection on credit card fraud loss.
• Comply with the regulatory requirement on uplifting entire cardholder base general knowledge level on fraud mitigation.
• Uplift the capabilities of branch staff in counteracting fraud attack in order to protect the bank interest.
• Ensure the sustainability of fraud awareness and knowledge against branch staff turnover.
• Responsible for arousing and uplifting internal customer (branch staff) fraud awareness and capabilities in fraud mitigation.
• Responsible for arousing and uplifting customer awareness and capabilities in fraud mitigation
•       Responsible for internal fraud incident management and net loss, ensure incident protocol are followed through; timely escalate to senior management in accordance with escalation guideline.
• Cultivate a positive fraud mitigation mindset and code of staff conduct.
• Boost the learning attitude and interest of target audience internally and externally
• Support line manager and the business unit for any ad-hoc requests

Requirements

• University graduate or above, minimum of 5 years’ relevant experience.
• Prior knowledge of fraud, risk & control management is preferred.
• Proficiency in both English and Chinese.
• Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes.
• Experience in training delivery and presentation.
• With depth knowledge of coordinating, developing, delivering small group training, and massive customer education event management.