Fraud Analyst – Fraud Utility Manila (Mandarin Bilingual Support)

JPMorgan Chase & Co.; Manila; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading global financial services firm is seeking a Fraud Analyst to manage fraud detection and remediation processes. You will engage with clients, monitor payment transactions, and ensure client satisfaction. The ideal candidate possesses strong communication skills in English and Mandarin, along with at least 2 years of customer service experience in a call center environment. This role offers a dynamic work environment focused on problem-solving and analytical skills.

Qualifications

• 2 years customer service experience in a call center environment.
• Flexibility to support adjustments to work schedule.
• Ability to work in a fast-paced performance driven environment.

Responsibilities

• Make outbound calls to validate payments and engage with internal partners.
• Monitor queues for detection of potential fraud payments.
• Troubleshoot payment transactions to identify false positives.

Skills

Excellent oral and written communication skills in English and Mandarin

Excellent interpersonal skills

Customer service experience

Basic technical proficiency

Analytical and problem solving skills

Job description

Overview

Do you enjoy speaking with clients while using your detective skills to research complex situations? Join our team to ensure our clients receive the best fraud protection and remediation services in the industry. You will help to manage challenging situations by offering fraud detection, prevention, remediation and recovery solutions, and helping manage customer expectations. Demonstrating delivery of best practices, you will leverage your deep understanding of prevention capabilities and fraud acumen to make informed decisions that protect or clients. If you are a critical thinker and able to exercise and able to solve problems in a fast-paced environment, you may be perfect for our team.

As a Fraud Analyst in the Fraud Utility team, you will be responsible for performing outbound calls to clients and internal partners to validate payments, monitoring various queues for detection of potential fraud payments, and processing end-to-end fraud flow for confirmed fraud and fraud activities. You will also be expected to ensure client satisfaction and confidence with JPMorgan Chase payment products and services.

Job Responsibilities

• Make outbound calls to clients and internal partners to validate payments, and actively engage with internal partners. Ensure accurate and timely documentation of all interactions.
• Monitor various queues for detection of potential fraud payments and prioritize to ensure payment cutoffs are met. This includes the monitoring of the group mailbox and assignment of email inquiries that require investigation or client callback.
• Troubleshoot payment transactions to identify false/positives and decide on how to handle.
• Immediately react and escalate confirmed fraud payments, follow procedures to secure the client profiles, escalate to relationship and management teams and process end-to-end fraud flow for confirmed fraud and fraud activities i.e. malware/BEC
• Ensure client satisfaction and confidence with JPMorgan Chase payment products and services.
• Support the development and maintenance of policies, procedures, and training materials. Escalate issues as necessary.
• Partner with Production Management and Clearing teams to adjust or correct fraud monitoring criteria where needed.
• Participate in creating end of day reports and fraud monitoring activity reports.
• Partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals.
• Conduct training as SME.
• Perform other duties as assigned.

Required qualifications, capabilities, and skills

• Excellent oral and written communication skills in English and Mandarin
• Excellent interpersonal skills
• 2 years customer service experience in a call center environment.
• Basic technical proficiency in Windows LAN/PC environments and systems, and in web- and browser-based applications and technologies.
• Flexibility to support adjustments to work schedule.
• Ability to quickly adapt and learn new products and technologies.
• Ability to work in a fast-paced performance driven environment.
• Proficient in Business Mandarin Language (both verbal and written)

Preferred qualifications, capabilities, and skills

• Knowledge on Wires, ACH, SWIFT & international payment conventions/practices is desired
• Strong analytical and problem solving skills

All application requirements

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.