Mandarin Fraud Analyst - Fraud Utility Manila (Mandarin Bilingual Support)

JPMorganChase; Taguig; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading financial services company in Metro Manila is seeking a Fraud Analyst to enhance fraud protection and remediation services. You will make outbound calls, monitor fraud payments, and ensure client satisfaction with payment services. Ideal candidates possess excellent communication skills in both English and Mandarin and have customer service experience in a call center environment.

Qualifications

• 2 years customer service experience in a call center environment.
• Proficient in Business Mandarin Language (both verbal and written).
• Ability to quickly adapt and learn new products and technologies.

Responsibilities

• Make outbound calls to clients and internal partners to validate payments.
• Monitor queues for detection of potential fraud payments.
• Troubleshoot payment transactions and decide on handling false positives.
• Escalate confirmed fraud payments and secure client profiles.
• Ensure client satisfaction with payment products and services.
• Conduct training as SME.

Skills

Excellent communication skills in English and Mandarin

Interpersonal skills

Customer service experience in a call center

Analytical skills

Problem-solving skills

Flexibility in work schedule

Ability to work in a fast-paced environment

Tools

Windows LAN/PC environments

Web- and browser-based applications

Job description

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 our 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

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.