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Specialist I - Fraud Hotline (March 16, 2018)

Req #: 170104312
Location: Taguig City, 00, PH
Job Category: Customer Service
Job Description:
Company Overview
 
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing and asset management.
 
It began operations in the Philippines in 1961 with a representative office. Since then, the firm has expanded its presence into a fully integrated franchise, comprising Investment Banking, Treasury and Securities Services, Equity Sales and Research as well as foreign exchange and fixed income trading operations. JPMorgan Chase & Co. has a number of legal entities operating in the country, including the Manila Branch of the bank, which has a commercial banking license as well as a derivatives license, and a securities company with a seat on the Philippine Stock Exchange.
 
JPMorgan Chase & Co. launched its Global Service Center in Manila in 2005 and in Cebu in 2010, to provide a wide variety of strategic support including analytics, finance and accounting voice-based services, transaction processing and other functions to its affiliates around the world.
 
Information about JPMorgan Chase & Co. is available at
www.jpmorganchase.com.
 
Fraud, Claims & Disputes
 
Fraud Client Services supports Check Fraud, Digital Fraud, New Account Risk Screening, and Compliance-related account activities.  As a Specialist in Fraud Client Services, this position will be a support function within the Fraud Prevention organization which includes the resolution, tracking, and reporting for customer and branch initiated complaints and escalations.  This includes Executive Office and non-Executive office escalations assigned to the Fraud Prevention organization.  In addition, this position will perform multiple production support functions including secondary review of fraud-related account decisioning such as Funds Verification, Account Funds in Suspense, Loss Mitigation Review, and Pending Account Re-opens to mitigate risk and losses associated with fraudulent account activities. This position will also perform a variety of other support functions such as analyst error report reviews to assess and analyze Fraud Hotline decision quality on accounts.  The Specialist will also serve as liaison with other Chase business partners in resolution of fraud-related account activities such as Global Security & Investigations, Consumer Risk Management, and Branch Administration. 
 
We have opportunities for Specialist positions in our Fraud group.
Our Fraud, Claims & Disputes group ensures our customers receive the best fraud detection and protection in the industry.  Whether this involves credit card, debit card, and/or deposit accounts, our operational strategies are aimed at mitigating fraud losses to the Bank and our customers.
 
We are looking for individuals with a passion for Fraud with the following skills:
 
Key Competencies
 
Customer Focus
  • Take ownership of each customer while empathizing and prioritizing customer needs
  • Resolve conflicts and manage customer expectations
  • Determine customer needs and provide appropriate solutions through relationship building
 
Communication Skills
  • Effective verbal and written communication with both external and internal customers
  • Document customer account activities thoroughly and concisely
  • Engage in interactive dialogue with customers through active listening
 
Problem Solving Skills
  • Approach problems logically and with good judgment to ensure the appropriate customer outcome
  • Make appropriate decisions on behalf of the customer quickly and effectively
  • Effectively prioritize work to ensure efficiency
  • Conduct research as needed
 
Analytical Skills
  • Critical thinker and ability to exercise independent judgment
  • Accuracy and attention to detail
  • Required to abide by all applicable regulatory and department practices and procedures
 
Computer Skills
  • Familiarity with multiple browsers, multiple tabs, window navigation and instant messenger tools
  • Fluency in Windows Operating Systems and Microsoft Office tools
 
Training Schedule:
  • Formal paid training will take place dependent on the training requirements for the position and days and times of the training may vary. Specific information will be provided by the Recruiter.
 
Work Schedule:
  • Work schedules will vary. Candidates must be willing to work schedules during our operating hours, which include evenings and weekends. Specific information will be provided by the Recruiter.
     
Our team members are dynamic. They seek opportunities to take initiative, adjust quickly to change, have a positive attitude, and take responsibility for results. They are able to deliver a great customer experience, even when handling challenging situations by offering customers alternative solutions and enhanced products.
 
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer,
M/F/Disability/Veteran
Minimum Qualifications
  • Must be willing to work in an environment that requires 100% phone-based customer interaction
  • Proficiency with basic computer functions including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment strongly preferred
  • Completed at least 2 years in college or,
  • High school graduate with 1 year customer-interfacing work experience or,
  • Completed a 2-year vocational/certificate course with 1 year customer-interfacing work experience
 
All application requirements (including updated resume) should be posted, submitted and completed in the JobConnect tool. Must meet the following minimum IJP Requirements:
  • TENURE: At least 12 months in current job and process.
  • PERFORMANCE RATING: Latest Performance Management Central (PMC) rating of Meets Expectations.
  • CORRECTIVE ACTION: Not within or under the prescriptive period for suspension.

PERFORMANCE IMPROVEMENT PLAN: Not in any Performance Improvement Plan (PIP).

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