You have a minimum of 4 years in financial services performing roles of considerable complexity, including experience with customer interaction either by phone or face to face, with prior Fraud case management experience, and are also looking for your next growth opportunity. You have found the right team.
As a Fraud Analyst - Merchant Services with JPMorgan Chase under the Merchant Services team, you will possess experience and aptitude to perform core Fraud functions which involves proper assessment and decisioning for work items or issues to include transactional detail review and analysis. You will determine action based on Specialist review (disposition of cases), provide written and verbal Merchant communication to support both direct case work and Merchant inquiries, and resolve time sensitive and escalated requests. You will also handle difficult client issues and provide explanation of Merchant Agreement Termination Conditions. You will help our customers receive the best fraud detection and protection in the industry. You will aim at mitigating fraud losses to the Bank and our customers, whether this involves credit card, debit card, and/or deposit accounts.
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Job Responsibilities
- Manage transactional detail review & analysis and determination action based on Specialist review (disposition of cases)
- Communicate written and Verbal Merchant information to support both direct case work and Merchant inquiries and provide current status or needed information to Merchant via phone (inbound or outbound)
- Resolve time sensitive and escalated requests; effectively handle difficult client issues and provide explanation of Merchant Agreement Termination Conditions
- Own additional leadership tasks as prescribed by Senior Leadership
- Perform quality monitoring and provide Specialist feedback
- Assess queue volume and recommend or reconfigure workflow distribution and priorities
- Process exception approvals and escalated merchant concession determination
Required Qualifications, Capabilities, and Skills
- Minimum of 4 years in financial services performing roles of considerable complexity including experience with customer interaction either by phone or face to face, prior Fraud, advanced Research or Investigative work related experience required
- Experience working in a fast paced and high volume queue based financial services function
- Research and Analytical skills
- Advanced computer skills including use of multiple tools and applications as well as MS Office Suite, with accuracy and attention to detail
- Aptitude for quickly assessing root of merchants need to service requests or escalate when needed
- Excellent communication skills (verbal and in writing)
- Problem solving / critical thinking skills and ability to exercise independent judgment
Preferred Qualifications, Capabilities, and Skills
- Prior Fraud case management experience highly desirable
- Fraud business applications knowledge preferred including Lexis/Nexis and Customer Assist experience desirable
- Prior team leadership preferred as this role will have some level of oversight for functions performed by the team
- Demonstrated responsibility supporting team-based activity preferred including team performance oversight, escalation assist, coaching, directing and building a high performance team culture
ABOUT US
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
ABOUT THE TEAM
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.