Retail Fraud Specialist II (Columbus)

JP Morgan Chase; Columbus (OH); On-site; USD 42,000 - 65,000; Full time

Job summary

JPMorganChase in Columbus seeks a Specialist II in Fraud to be the first point of contact for clients, delivering exceptional service for various financial products. The role involves handling inbound calls, building relationships, and offering solutions to meet client needs.

You will work in a fast-paced call center within a defined framework, performing routine tasks and escalating non-standard issues to supervisors.

Qualifications

• Strong communication, information gathering, and decision–making skills.
• Customer support experience in phone or in–person settings with multitasking ability.
• Ability to handle complex interactions with empathy, composure, and judgment.
• Ability to adapt to new situations and navigate different cultural contexts.
• Comfort working in fast-paced, results-driven environments.
• Ability to explain solutions clearly and effectively.
• Willingness to learn products and systems quickly and seek feedback to improve.
• Proficient computer literacy and problem-solving using technology.

Responsibilities

• Primarily off-the-phones role with ~80% research and 20% calls, providing comprehensive support for financial products.
• Apply customer service expertise to interpret needs and deliver insights.
• Navigate multiple computer systems efficiently with adaptability.
• Work well independently and in teams to achieve goals.
• Follow regulatory and departmental procedures diligently.
• Own each customer interaction with respect and empathy.

Skills

Communication

Customer support

Empathy

Cultural adaptability

Adaptability

Problem solving

Quick learner

Computer literacy

Education

High school diploma

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

• Primarily off the phones role that requires 80% research and 20% phones, 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

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.