Retail Fraud Specialist II

JP Morgan Chase Bank; San Antonio (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

JPMorganChase is seeking a Specialist II in Fraud to be the first point of contact for clients, delivering exceptional service for various financial products. You will handle inbound calls, build relationships, and offer innovative solutions in a fast-paced environment.

You will follow established procedures, work within a defined framework, and escalate non-standard issues to a supervisor. A high school diploma is required to join our team in Texas.

Qualifications

• Excellent communication, information gathering, and decision-making abilities.
• Experience delivering customer service in phone or in-person settings (2+ years).
• Ability to manage complex interactions with empathy, composure, and sound judgment.
• Comfort adapting to new situations and diverse workplace environments.
• Ability to learn products and systems quickly and seek feedback to improve.
• Proficient computer literacy and problem-solving using technology.

Responsibilities

• Handle a high volume of inbound calls, delivering comprehensive support for financial products.
• Interpret customer needs and provide innovative solutions.
• Navigate multiple computer systems efficiently and accurately.
• Work independently and with the team to meet goals.
• Follow regulations and procedures with diligence and empathy in every interaction.
• Manage each customer interaction with respect and professionalism.

Skills

Communication

Multitasking

Empathy

Problem solving

Customer service

Computer literacy

Education

High school diploma

Tools

CRM systems

AI tools awareness

Job description

At JPMorganChase, you'll be at the forefront of delivering exceptional customer service, where each day presents the same opportunities to make a meaningful difference. You'll engage in creative and exciting work, consistently offering innovative solutions and options to assist our valued customers. While the duties may be routine, your role remains dynamic and impactful, enabling you to build strong relationships and contribute to our business success.

As a Specialist II in Fraud at JPMorganChase, you will be the first point of contact for our clients, providing exceptional customer service for various financial products. Your role involves handling inbound calls, building strong customer relationships, and offering innovative solutions to meet client needs. You'll thrive in a fast-paced call center environment, leveraging your communication, multitasking, and results-oriented skills. You will be working within a well-defined framework, performing routine tasks and following established procedures, with any non-standard issues referred to your supervisor.

Job 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

Required qualifications, capabilities, and skills

• 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

Preferred qualifications, capabilities, and skills

• Developing ability to use data to understand issues and opportunities
• Developing skills in using AI technology for automation and prompt writing
• Exposure to AI-enabled business tools and willingness to adopt emerging technologies that support process improvement and operational excellence.
• Preferred experience supporting multiple CCB Operations functions or lines of business (internal applicants).

Work Schedule

Candidates must be willing and able to work schedules during our operating hours, which may include evenings and weekends. This position requires that you attend trainings as scheduled. Training hours may not coincide with your regularly scheduled hours.