JPMorgan Claims Specialist III - Global Card Operations 

Philippines, Quezon City 

847648307

Work Schedule: WHEM Shift (8pm-6am MNL Operating Hours; Monday-Friday); Work during US/PH Holidays.

Job Responsibilities:

• Review and investigate cardholder/client claim of merchant disputes or unauthorized transactions.
• Ensure that account is issued the temporary credit for each transaction in question during the investigation phase.
• Correspond to the cardholder/client via email and phone to acknowledge receipt of claim and/or request additional information.
• Review account activity with cardholders to identify save opportunities.
• Handle incoming calls from cardholders inquiring about the status of their claim.
• Work directly with merchants thru outgoing calls to identify recovery opportunities for the claim.
• Initiate chargeback to recover funds when applicable and identify fraud trends.
• Follow escalation procedures for high-value and complex cases for assistance.

Required qualifications, capabilities, and skills:

• Minimum 1-2 years of Call Center/BPO experience.
• Strong customer service, analytical skills, and attention to details.
• Excellent verbal and written communications skills.
• Ability to multi-task and can work in a fast paced, high volume environment.
• Knowledge of computer software systems such as Microsoft Office.
• Must be willing to work overnight and shifting schedules.

Preferred Qualifications, Capabilities and Skills:

• Background in servicing credit card and/or prepaid card products.
• Experience with Fraud and/or Disputes investigations (credit card and/or prepaid card) preferred.
• Knowledge of Association (Visa/MasterCard) chargeback regulations is a plus.