JPMorgan Fraud Operations Analyst - Fraud/Risk Cebu Corporate & Investment Banking 

Philippines, Cebu City 

262385867

Our Fraud, Claims & Disputes group ensures our Merchants 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 Merchants.

Note that this position may involve inbound and outbound calls to resolve merchant needs (queue / non queue based) and phone time may vary based on priorities of the department.

Job Responsibilities:In addition to day-to-day core functions, the Fraud Operations Analyst role will also:

• Cross train on other queues and serve as a coach
• Escalate Merchant case work and possess advanced proficiency with Excel used for problem solving, impact quantification and reporting
• Perform quality monitoring and provide Specialist feedback and assess queue volume and recommend or reconfigure workflow distribution and priorities
• Process exception approvals and escalated merchant concession determination
• Partner with Risk and Strategy resources on research and automation opportunities
• Author and/or review procedure updates and attest to accuracy and assist with department communication
• Conduct new hire or up skill Specialist training
• Work with Operational Readiness teams to ensure business preparedness for changes implemented
• Serves as interim manager when team manager absent
• May be consulted with or asked to help drive resolution to production issue including root cause analysis
• Present business updates regarding overall health of team and work performed

Required qualifications, skills and capabilities:

• This is an individual contributor role that may require phone work to support the needs of the department
• Minimum 2 years specific Fraud case management (Voice / Non Voice) work experience necessary.
• Minimum 4 years of experience in financial services performing roles of considerable complexity including experience with customer interaction, advanced customer research or Investigative / troubleshooting work required
• Prior team leadership preferred as this role will have some level of oversight for functions performed by the team.
• Excellent communication skills (verbal and in writing)
• Problem solving / critical thinking skills and ability to exercise independent judgment
• Experience working in a fast paced environment under pressure and with high volume queues
• Exercise sound judgement related to priority of work and case aging; able to shift directions as work load requires
• Strong research and Analytical skills, and advanced computer skills including use of multiple tools and applications as well as MS Office Suite
• Accuracy and attention to detail, Ability to multi-task and Aptitude for quickly assessing root cause of merchants’ service requests, or escalate when needed
• Fraud business applications knowledge preferred including Lexis/Nexis and Customer Assist experience desirable

Preferred qualifications, skills and capabilities:

• Minimum of 4 years of merchant interaction or merchant support experience strongly preferred, either by phone or face to face
• Previous negotiation skills strongly preferred
• Proficiency with advanced computer functions including MS Office suite strongly preferred
• College degree preferred