Fraud Response Specialist – High-Volume Customer Care

JPMorgan Chase & Co.; San Antonio (TX); On-site; USD 38,000 - 52,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Fraud Specialist I to be the first point of contact for customers with fraud-related servicing needs.

You will gather information, document outcomes, and provide clear next steps while navigating multiple systems and complying with procedures. The role requires accuracy, composure, and empathy during complex conversations, with responsibilities including handling a high volume of inbound/outbound calls and ensuring regulatory compliance.

Qualifications

• At least 1 year of customer service experience in a phone-based or face-to-face environment.
• Ability to manage high call volumes, including frequent outbound calling, while maintaining service quality.
• Demonstrated communication and information-gathering skills, including clear documentation.
• Ability to use empathy, composure, and sound judgment to handle complex or sensitive interactions.
• Ability to learn new products and systems quickly and apply updates as processes evolve.
• Proficiency using multiple computer applications simultaneously with accuracy and attention to detail.
• Ability to solve problems and clearly explain solutions and next steps to customers.
• Ability to work effectively both independently and as part of a team.
• High school diploma or GED.

Responsibilities

• Manages a high volume of outbound and inbound calls (potentially over 100 daily), delivering comprehensive support for financial products.
• Utilizes customer service expertise to interpret needs and deliver continuous insights.
• Navigates multiple computer systems with efficiency, demonstrating adaptability and resilience.
• Excels both independently and collaboratively, driving team success and achieving goals.
• Follows all regulatory and departmental practices and procedures diligently.
• Takes ownership of each customer interaction while treating them with respect and responding with empathy.

Skills

Customer service

Phone-based work

Communication skills

Empathy

Attention to detail

Education

High school diploma or GED

Job description

JPMorgan Chase & Co. is seeking a Fraud Specialist I to be the first point of contact for customers with fraud-related servicing needs.

You will gather information, document outcomes, and provide clear next steps while navigating multiple systems and complying with procedures. The role requires accuracy, composure, and empathy during complex conversations, with responsibilities including handling a high volume of inbound/outbound calls and ensuring regulatory compliance.