Take a lead role in acquiring, managing and retaining meaningful relationships that deliver outstanding experience to our customers. In this role, you will balance your focus on business results by offering options and finding solutions to help our customers with issues.
Job Summary:
As a Payment Lifecycle Analyst within our Fraud Specialist team, you will be responsible for performing outbound calls to clients and internal partners to validate payments, monitoring various queues for detection of potential fraud payments, and processing end-to-end fraud flow for confirmed fraud and fraud activities. You will also be expected to ensure client satisfaction and confidence with JPMorgan Chase payment products and services.
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Job Responsibilities:
- Make outbound calls to clients and internal partners to validate payments, and actively engage with internal partners. Ensure accurate and timely documentation of all interactions.
- Monitor various queues for detection of potential fraud payments and prioritize to ensure payment cutoffs are met. This includes monitoring the group mailbox and assignment of email inquiries that require investigation or client callback.
- Troubleshoot payment transactions to identify false positives and decide on how to handle them.
- Immediately react and escalate confirmed fraud payments, follow procedures to secure client profiles, escalate to relationship and management teams, and process end-to-end fraud flow for confirmed fraud and fraud activities, i.e., malware/BEC. Ensure client satisfaction and confidence with JPMorgan Chase payment products and services.
- Support the development and maintenance of policies, procedures, and training materials. Escalate issues as necessary.
- Partner with Production Management and Clearing teams to adjust or correct fraud monitoring criteria where needed.
- Participate in creating end-of-day reports and fraud monitoring activity reports.
- Partner with the leadership team, other team members, and business partners to resolve client issues and meet business goals.
- Conduct training as a Subject Matter Expert (SME). Perform other duties as assigned.
Required Qualifications, Skills and Capabilities:
- Excellent oral and written communication skills
- Excellent interpersonal skills
- 2 years customer service experience in a call center environment
- Basic technical proficiency in Windows LAN/PC environments and systems, and in web- and browser-based applications and technologies.
- Flexibility to support adjustments to work schedule
- Ability to quickly adapt and learn new products and technologies
- Ability to work in a fast paced performance driven environment
Preferred Qualifications, Skills and Capabilities:
- Knowledge on Wires, ACH, SWIFT & international payment conventions/practices is desired
- Strong analytical and problem solving skills
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 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.
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.