fraud specialist - International consumer manilaJPMorgan Chase & Co. - Cebu & Manila Operations

JOB DESCRIPTION
The Fraud specialist will be working in a dynamic, rapid-paced, customer and colleague-centric environment where he/she is expected to provide best-in-class, customer-obsessed service and support towards their financial needs. The specialist is also expected to 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, providing valuable insights and being a team player contributes to the great working environment that we are continuously building.
 
Job Responsibilities
Perform fraud-specific duties that include, but not limited to:
Reviewing and deciding on onboarding customers as a result of an exception
Reviewing and deciding on transaction exceptions, reaching out to customers as necessary.
Identifying and resolving fraud-related issues reported by customers.
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.
Investigating cases for recovery opportunities.
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
Provide best-in-class customer service, through phone and chat, handling "everyday banking" issues from the customers, resolving general account maintenance/management concerns, which includes disputes/claims, processing and managing payments.
Identify, capture, and resolve complaints from customers within the agreed service levels
 
Preferred Qualifications/Capabilities and Skills
Customer Focus
·         Take ownership of each customer while empathizing and prioritizing customer needs
·         Resolve conflicts and manage customer expectations
·         Determine customer needs and provide appropriate solutions through relationship building
Communication Skills
·         Excellent verbal and written communication with both external and internal customers
·         Ability to multi-task (talking or chatting with the customer) while documenting customer account activities thoroughly and concisely
·         Engage in interactive dialogue with customers through active listening
Problem Solving Skills
·            Approach problems logically and with good judgment to ensure the appropriate customer outcome
·            Make appropriate decisions on behalf of the customer quickly and effectively
·            Effectively prioritize work to ensure efficiency
·            Conduct research as needed
Analytical Skills
·            Critical thinker and ability to exercise independent judgment
·            Accuracy and attention to detail
·            Required to abide by all applicable regulatory and department practices and procedures
Computer Skills
·            Expertise with multiple browsers, multiple tabs, window navigation and instant messenger tools
·            Fluency in Windows Operating Systems and Microsoft Office tools
Other Skills
·            Entrepreneurial - possesses a business owner mindset and applies the same in his role
·            Change Champion - is proactive and tireless in pursuing changes that will benefit the customers, colleagues or both.
 
 Minimum Requirements:
Must have at least two (2) years of fraud handling experience
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 specifically fraud operations background
Experience handling UK clients/customers is a huge plus 
 
 
ABOUT US
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
 
 
ABOUT THE TEAM
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.