Fraud Support Specialist II — Inbound Calls & Solutions

JP Morgan Chase; San Antonio (TX); On-site; USD 42,000 - 66,000; Full time

Job summary

JPMorganChase is hiring a Fraud Specialist II to be the first point of contact for clients, handling inbound calls and delivering exceptional customer service across financial products. The role emphasizes building relationships, providing innovative solutions, and maintaining high standards in a fast-paced call center environment.

Responsibilities include managing a high volume of inquiries, following established procedures, and escalating non-standard issues to supervisors.

Qualifications

• Communication, information gathering, and decision-making skills.
• Customer interaction and support skills with at least 2 years of experience in phone or face-to-face settings, while being able to multitask with computer systems and work accurately
• Ability to manage complex customer interactions using empathy, composure, and sound judgment
• Ability to adjust to new situations and effectively navigate different cultural contexts and workplace environments
• Adaptability and efficiency in fast-paced, dynamic, and results-driven environments
• Ability to solve problems and effectively present and explain solutions
• Ability to learn products and systems quickly, embrace challenges as opportunities, and actively seek feedback to improve performance and achieve goals
• Proficient computer literacy skills, with experience in using technology to solve problems and communicate in a professional setting
• High school diploma or GED required

Responsibilities

• Manages a high volume of 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

Communication

Customer support

Empathy

Adaptability

Fast-paced

Problem solving

Learning quickly

Computer literacy

Education: high school

Education

High school diploma or GED

Job description

JPMorganChase is hiring a Fraud Specialist II to be the first point of contact for clients, handling inbound calls and delivering exceptional customer service across financial products. The role emphasizes building relationships, providing innovative solutions, and maintaining high standards in a fast-paced call center environment.

Responsibilities include managing a high volume of inquiries, following established procedures, and escalating non-standard issues to supervisors.