fraud spe cialist - cebuJPMorgan Chase & Co. - Cebu & Manila Operations

FRAUD SPECIALIST - CEBU
 
You will use different forms of communication channels with customers depending on the customer's preference --- verbal or written through call or chat. Thinking outside the box in resolving customer issues, you will share valuable insights and be a team player to the great working environment that we are continuously building.
 
As a Fraud Specialist, You will work in a dynamic, rapid-paced, customer and colleague-centric environment where you are expected to provide best-in-class, customer-obsessed service through phone and chat and support towards their financial needs.
 
Job Responsibilities
 
Perform fraud-specific duties that include, but not limited to:
Reviewing and deciding on onboarding customers as a result of an exception and transaction exceptions, reaching out to customers as necessary.
Identifying and investigating fraud-related issues reported by customers and cases for recovery opportunities, not limited to resolving general account maintenance/management concerns, which includes disputes/claims, processing and managing payments.
Reviewing security information and account activity with the callers, identifying the type of fraud and setting accounts up for investigation.
Identifying fraud trends, procedure and strategy opportunities that will improve fraud prevention, detection results and customer satisfaction. As needed, a fraud specialist may be cross-trained for other fraud processes such as specialized queues and fraud prevention functions
Minimizing and preventing losses resulting from high risk and fraudulent monetary and non-monetary transactions.
Ensuring that regulatory, legal, bank and audit requirements are met
Identify, capture, and resolve complaints from customers within the agreed service levels
Required Qualifications, Capabilities and Skills 
Engaging actively and taking ownership of each customer experience, effectively managing expectations and providing appropriate solutions 
Ability to think critically, exercise independent judgement abide by all applicable regulatory and department practices and procedures
Must be willing to work in rotating schedules and shifts
Must be willing to work in an environment that supports customers on both phone, chat, and back-office.
Completed at least 2 years in college or 2-year vocational/certificate course or high school graduate with 2 years financial services under Fraud operations background
Knowledgeable on Windows Operating Systems and Microsoft Office Tools 
Preferred Qualifications, Capabilities and Skills 
At least 2 years of Fraud handling experience
Experience handling United Kingdom clients/customers is a huge plus
Proactive and tireless in pursuing changes that will benefit customers, colleagues or both 
Expertise with multiple browsers, multiple tabs, window navigation and instant messenger tools
Possesses a business owner mindset and applies the same in the role